Project Manager AI & Automation

About the role:

You will lead projects for AI and automation - taking new AI agents from idea to launch then handing them over to run. We have 10 AI projects live or in build across Telesales Customer Care and loan issuance: AI voice agents a WhatsApp chat agent IVR self-service AI quality assurance and AI checks in our Sales App. Most are built with external vendors.

Every AI agent has three teams around it:

Team Owns

ProjectTeam (this role) Building new agents launcing them and running initial tests

Operations team ( CC or Telesales) Running the agent day to day - call lists daily issues process adjustment

QA team Ongoing feedback continous improvement quality standard

Project is done when an agent is stable handed over and both Operations and QA have accepted it. Then you move on to the next one.

AI and automation is the core of the role. As business priorities evolve you will also lead other CXE projects such as the rollout of our new customer engagement platform.

This is a process-heavy role. You turn new ideas into clear steps standard templates and repeatable cycles that other teams can follow.

Required Skills:

What you will own

1. Project planning and tracking

• One plan per project - milestones owners dates dependencies - rolled into one portfolio view updated weekly
• Spot slippage early and escalate with a proposed fix not just a red flag
• Weekly status to the Head of CXE: TL;DR red/amber/green per project decisions needed

2. Vendor management during build

• Run the weekly vendor rhythm for projects in build: syncs open issues next steps written follow-ups
• Hold vendors to scope timelines and quality; keep a record of every commitment
• Coordinate contracts NDAs and onboarding with Procurement Legal and IT
• Structure vendor demos and evaluations against clear criteria

3. Build and initial testing

• Work with the vendor and the operations team on call flows knowledge base edge cases and handover-to-human rules
• Own the API side of each project: test our APIs yourself document them and share them with vendors. IT and the Head of CXE support you but you drive it
• Coordinate other departments on their inputs e.g. knowledge base content product rules compliance sign-off
• Run internal testing and limited live tests with success criteria kill criteria and a decision date
• Work side by side with QA during ramp-up: review calls together log issues push vendor fixes and retest

4. Launch and handover

• Manage phased rollouts (e.g. 10% to 20% to full volume) and prepare go/no-go decisions
• Make sure agents team leads and supervisors know what is changing before it goes live
• Agree handover criteria with Operations and QA before launch not after
• Set up a standard repeatable cycle for data updates - call lists knowledge base changes reporting - so the agent keeps running on current data after handover
• Hand over with SOPs training (with L&D) a named operational owner and a baseline for QA to measure against
• Present the launch readout to management: what was built AI vs human results in testing whats next

5. New ideas

• Spot what could be improved or automated next - new agents new components new projects
• Bring each idea with a short case: what it replaces who uses it how we will know it worked

What this role is not

• Not running live agents. Once handed over Operations runs the agent and QA improves it. You step back in only for major changes or new call types.
• Not a strategy or product vision role. Priorities are set by the Head of CXE. You make them happen.
• Not an engineering role. Vendors and IT build. You make sure what they build works in our operation.