AI Voicebot Adoption Expert (AI)

Location: Spain; hybrid work with some days remote and some days onsite

Company

Global banking organization transforming into a technology-driven, AI-first enterprise through its Chief Data & Artificial Intelligence Officer division.

What you will do

• Lead the adoption of generative AI voicebots across customer service, sales, collections, and internal operations from pilot to production.
• Own the global voicebot adoption roadmap and standardize architectures, conversation patterns, and operating models across countries and business units.
• Integrate voicebots with telephony, IVR, CRM, and workforce management ecosystems in partnership with Contact Center, Operations, CX, and IT teams.
• Redesign escalation models, human-in-the-loop frameworks, agent coexistence, and operational onboarding processes.
• Design change management strategies, training materials, communication plans, and operational playbooks.
• Define and track KPIs including call containment, task completion, average handling time, CSAT, and automation ROI while ensuring regulatory and ethical compliance.

Requirements

• 6–10 years of experience in digital transformation, AI adoption, product management, or technology program leadership.
• Proven experience adopting voicebots, IVR automation, or conversational voice AI in enterprise or contact center environments.
• Strong understanding of generative AI, LLM conversational architectures, STT, TTS, NLU, dialog orchestration, and prompt design.
• Knowledge of contact center operations, voice channels, telephony integration, and agent workflows.
• Experience managing complex cross-functional initiatives involving business, technology, AI, and compliance stakeholders.
• Fluent English required; familiarity with responsible AI, model governance, and AI risk management is required.

Nice to have

• Experience in global, multi-country environments.
• Experience with voice technologies, speech-to-text, text-to-speech, or IVR modernization.
• Exposure to Dialogflow, Amazon Bedrock, Genesys, Sierra, or similar conversational AI platforms.
• Background in financial services or other regulated industries.

Culture & Benefits

• Hybrid working model with flexible hours.
• Access to hundreds of learning courses and hirify.global Open Academy.
• Competitive salary with performance-based bonuses.
• Preferential banking terms, special interest rates, life insurance, wellness support, and family programmes.
• Additional benefits may include gym membership, medical centers, meal subsidy, parking, shuttle service from Madrid, and employee discounts.