Senior AI Solutions Deployment & Integrations Lead

At Percepta, we bring first-class service across each market we support. As Senior AI Solutions Deployment & Integrations Lead, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Senior AI Solutions Deployment & Integrations Lead owns Wave-level deployment readiness and execution for AI initiatives, making sure every rollout lands cleanly for the agents delivering it and the customers experiencing it.

This role serves as the operational bridge between solution design and on-the-ground execution across assigned sites and regions, leading embedded AI validation and the technical go-live gate to confirm solutions are reliable before they reach agents and customers.

In addition to deployment execution, this role leads site-level change management, coordinates with Operations leadership on agent and supervisor readiness, and documents deployment blueprints for replication across additional sites and Waves.

This role reports to the Senior Manager, AI Solutions Product Owner, and partners closely with AI Enablement leadership, IT, and GLK training teams to keep rollouts on track across the UK, Philippines, and India.

Core Objectives

• Ensure every Wave-level AI rollout lands reliably for the agents delivering it and the customers experiencing it

• Confirm solutions clear the technical go-live gate before reaching agents and customers

• Keep agents and supervisors prepared and confident using new tools on live customer interactions

• Build repeatable deployment blueprints for scaling AI initiatives across sites and Waves

• Protect consistency of the customer experience across languages, dialects, and regional workflows

During a Typical Day, You’ll

1. Deployment Readiness & Execution

• Own Wave-level deployment readiness and execution for AI initiatives across assigned sites and regions

• Lead embedded AI validation and the technical go-live gate, confirming solutions are reliable before they reach agents and customers

• Document deployment blueprints for replication across additional sites and Waves

• Deliver weekly status updates to the Sr. Manager, AI Solutions Product Owner and AI Enablement leadership

2. Site Change Management & Agent Enablement

• Coordinate with site Operations leadership to confirm agent and supervisor availability and readiness ahead of go-live

• Lead site-level change management activities, ensuring agents and supervisors are prepared and confident using new tools on live customer interactions

• Serve as the on-the-ground voice for agent experience issues, escalating friction points before they affect adoption or customer outcomes

3. Cross-Functional & Platform Coordination

• Partner with IT on platform readiness and CCaaS/CRM coordination

• Partner with GLK on training timing and content handoff

• Flag localization considerations, including language, dialect, and regional workflow variance, to protect consistency in the customer experience at scale

What You Bring to the Role

• Bachelor’s Degree in a related field

• 5+ years of experience in deployment management, implementation, or technical program management within a contact center or customer experience technology environment

• Experience managing multi-site rollouts across time zones, ideally spanning EU and NA or APAC

• Experience in automotive or other regulated contact center environments (Preferred)

• Prior experience with AI/automation pilot or Champion Sprint models (Preferred)

• Familiarity with CCaaS/CRM migration and stabilization windows (e.g., NICE, Dynamics, Salesforce)

• Strong Change Management skills, with experience briefing frontline supervisors and agents on new tools

• Comfortable operating with a high degree of autonomy and reporting cadence discipline (weekly updates, go/no-go gates)

• Bilingual or multilingual capability (Preferred), given multi-region site coverage

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k)

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

Success Metrics (First 6–12 Months)

• Wave rollouts consistently clear go/no-go gates and land cleanly on go-live dates across assigned sites

• Deployment blueprint adopted for replication across additional sites and Waves

• Strong agent and supervisor readiness and confidence scores ahead of go-live

• Reduced agent-experience escalations and friction points following launch

• Positive feedback from the Sr. Manager, AI Solutions Product Owner and AI Enablement leadership on reporting discipline and execution quality