Director, AI Enablement & Adoption

The road ahead isn’t marked. We draw it.

Every transformation starts with a single spark, a moment where technology meets purpose.

What if AI didn’t replace people, but amplified their potential?

What if insight, empathy, and automation worked together to redefine what customer experience means?

At Percepta, we’re not just asking “what if.” We’re building it. For over 25 years, we’ve led the evolution of automotive and mobility customer experience, connecting drivers, dealers, and OEMs through seamless, human-centered journeys. Now, we’re seeking a visionary leader to steer our next evolution: the integration of AI across every corner of our business and client ecosystem.

Summary

The Director of AI Enablement & Adoption will define and execute Percepta’s global AI transformation strategy, spanning internal operations, contact center delivery, and client-facing CX programs. This role will be both strategist and storyteller, uniting technology, data, and people under one purpose: to make every interaction smarter, faster, and more human.

Responsibilities

• Architect and lead Percepta’s enterprise AI roadmap, aligning enablement, adoption, and governance with corporate strategy and client transformation goals

• Oversee the rollout of AI tools and platforms across global contact centers, back-office operations, and business functions, driving measurable ROI and operational uplift

• Integrate AI into agent workflows, workforce management, analytics, and quality programs to enhance experience, accuracy, and performance

• Collaborate across IT, Learning, HR, and Operations to embed AI capability building into onboarding, leadership development, and day-to-day operations

• Establish enterprise-level KPIs and OKRs to measure adoption, productivity impact, customer outcomes, and ROI

• Lead and mentor a global network of AI champions and departmental power users, creating a sustainable culture of experimentation and continuous improvement

• Evangelize responsible and human-centered AI adoption, ensuring transparency, governance, and alignment with Percepta’s values and client commitments

Education

• Bachelor’s or master’s degree in business, IT, Learning, or related field

• Change-management certification (Prosci, ACMP, or equivalent) preferred

Experience

• 10+ years of experience leading enterprise-level digital transformation, enablement, or technology adoption programs

Skills

• Proven success integrating AI, automation, or advanced analytics within large-scale contact center environments

• Deep understanding of CX operations, including omnichannel service delivery, WFM, quality, analytics, and performance optimization

• Strong executive presence with the ability to influence senior stakeholders, manage cross-functional alignment, and communicate complex technology concepts simply

• Expertise in GenAI, Copilot, and knowledge-management tools; familiarity with Amazon Connect, NICE, Salesforce, and Microsoft 365 ecosystems

• Strategic mindset paired with operational rigor; you measure what matters and know how to turn insight into impact

• Ability to travel up to 25% to champion adoption and innovation across global sites

What Success Looks Like

First 90 Days:

Understand our AI landscape, from client programs to internal systems. Define the enablement framework, stakeholder alignment plan, and success metrics for global adoption.

Six Months:

Launch the first wave of enterprise-wide AI enablement, integrating Copilot and GenAI across contact centers and core functions. Stand up the AI Champions network and self-service learning hub.

One Year:

AI becomes part of Percepta’s DNA. You’ve built scalable governance, measurable ROI, and a network of empowered users driving real-world results for employees, clients, and customers alike.

Why Percepta

We don’t follow trends, we build them.

We believe in people first, technology always, and innovation that drives loyalty.

At Percepta, every mile of transformation starts with connection, and every leader shapes the road for those who follow.

Percepta. Making CX the road to extraordinary.