Innovations Manager

Innovations Manager
Drive AI and Automation in a Scalable Contact Centre Environment
Durban (Office-Based) R60 000 - R70 000 per month

About Our Client
Our client is a forward-thinking organisation operating at scale in the contact centre space. With a strong focus on AI automation and customer experience they are positioning themselves at the forefront of digital transformation. The company blends in-house platforms with leading third-party tools offering a dynamic innovation-led environment that values impact experimentation and measurable business outcomes.

The Role: Innovations Manager
As the Innovations Manager youll lead the design and delivery of cutting-edge technology-driven initiatives that improve operational efficiency and customer experience. Youll collaborate across IT Operations and Business units to build a roadmap of high-impact innovation projects focusing on AI automation and integration. This role is perfect for someone who thrives at the intersection of technology strategy execution and cross-functional collaboration.

Key Responsibilities

• Minimum 5 years experience in technology innovation or digital transformation

• Develop and lead an innovation strategy aligned to business and technology objectives

• Build and manage a pipeline of initiatives focused on AI automation and CX improvement

• Coordinate across departments to align goals and define measurable outcomes

• Provide technical oversight ensuring solutions fit within the existing stack (e.g. MS SQL integrations internal platforms)

• Evaluate vendors and technologies for scalability compliance and ROI

• Manage the end-to-end delivery processfrom ideation and POC to implementation and value tracking

• Define and report on success metrics (efficiency customer impact business value)

• Research emerging tech and foster partnerships with AI vendors and research institutions

• Champion governance security (ISO 27001 PCI-DSS) and responsible tech practices

• Mentor cross-functional teams and promote knowledge sharing and repeatable frameworks

About You

• 5 years in a technology or innovation role ideally in contact centres BPO or enterprise IT

• 3 years of experience leading cross-functional tech-driven initiatives

• Strong technical understanding of system integrations (APIs DB-level flat files)

• Proficient in Microsoft SQL Server for queries troubleshooting and validation

• Experience with ETL/data pipelines cloud services automation and AI tools

• Skilled in translating business needs into secure scalable tech solutions

• Confident communicator with both technical and non-technical audiences

• Comfortable managing vendors stakeholders and project delivery

• Understanding of ISO 27001 PCI-DSS data protection and responsible AI principles

• Degree or diploma in Computer Science IT or similar (postgrad in Tech Management/Innovation is a plus)

• Certifications in PRINCE2 Agile or innovation methodologies are advantageous