Senior AI Solutions Deployment & Integrations Lead
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
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, we:
Lead with Humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction.
Leave it Better – We take ownership and leave every process, person, and place better than we found it.
Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins.
Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.
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
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, we:
Lead with Humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction.
Leave it Better – We take ownership and leave every process, person, and place better than we found it.
Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins.
Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.
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