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AI Voicebot Adoption Expert
Full-time
About the Role
At Santander, we are building a world-class AI & Data organization to drive innovation at scale and impact the lives of over 170 million people globally. As part of our strategic ambition to become an AI-First bank, we are seeking an AI Voicebot Adoption Expert — a passionate technologist and strategic influencer who will accelerate the adoption of generative AI voicebots across our global contact center operations.
Key Responsibilities
Voicebot Adoption & Scaling
Lead the end-to-end adoption of Generative AI–based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production
Own the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies
Drive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units
Contact Center & Operations Transformation
Partner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems
Support the redesign of operational processes impacted by voice automation, including escalation models, human-in-the-loop frameworks, and agent coexistence
Ensure smooth onboarding of voicebots into day-to-day operations, minimizing disruption and maximizing acceptance by agents and supervisors
Change Management & Enablement
Design and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks
Educate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption
Identify cultural, operational, and organizational adoption barriers and proactively address them
Performance, Governance & Continuous Improvement
Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI
Ensure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards
What You'll Bring
6–10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles
Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments
Solid understanding of Generative AI and LLM-based conversational architectures, including STT, TTS, NLU, dialog orchestration, and prompt design
Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows
Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, or similar)
Experience working in global, multi-country environments
Fluent English required; familiarity with financial services or regulated industries preferred
