Ubiquity Global Services, Inc.

AI Deployment Lead

Remote - Full Time

About the Role

We are seeking an AI Deployment Lead to bridge the gap between AI potential and operational reality. We need an operations-first leader who knows how to scale technology within a high-volume BPO or contact center environment. You will be responsible for taking AI pilots and turning them into stable, production-ready workflows that improve efficiency and agent experience.

What You'll Do
 

Operational Scaling & Strategy

  • From Pilot to Production: Lead the rollout of AI initiatives across customer service and back-office teams, ensuring they meet strict BPO performance and quality standards.

  • Process Re-engineering: Audit and redesign existing workflows to optimize the collaboration between AI systems and human operators.

  • KPI Ownership: Establish and monitor performance metrics to track the real-world ROI of AI deployments.

Implementation & Change Management

  • Feedback Loops: Create direct communication channels between frontline teams and technical partners to ensure AI tools solve actual user friction.

  • Operational QA: Build testing frameworks that evaluate AI performance based on business logic and customer outcomes, not just technical uptime.

  • Stakeholder Alignment: Manage expectations and drive adoption across operations leadership, clients, and frontline staff.

What We’re Looking For

Required Experience

  • BPO/Contact Center Operations: 5+ years of experience in a high-volume operations environment. 

  • Implementation Track Record: Proven experience leading the deployment of technology (AI, RPA, or specialized CRM tools) that impacted a headcount of 100+.

  • Workflow Logic: Strong background in process mapping and business process improvement (BPI). 

Technical Skills

  • Experience with workflow design tools and process mapping

  • AI/ML Literacy: A practical understanding of LLM capabilities and limitations. You don't need to code them, but you must know how to direct them (Prompt Engineering) and audit their outputs.

  • CRM & Tooling: Experience with enterprise service platforms (Zendesk, Salesforce, Genesys, etc.).

Soft Skills

  • Practical Problem-Solver: You prioritize operational stability and "what works" over technical novelty.

  • Clear Communicator: Ability to translate technical capabilities into clear instructions for non-technical operations teams.

Apply: AI Deployment Lead
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What is the largest headcount or seat-count operation you have personally designed or managed a workflow for? (e.g., <50 agents, 50-200, 500+)*
Which metrics have you been personally accountable for in past roles? (Check all that apply: AHT, CSAT/NPS, QA Accuracy, Agent Attrition, Revenue).*
In which of the following contact center environments have you implemented technology? (Inbound Customer Service, Outbound Sales, Collections, Back-Office/Data Processing, Technical Support).*
Which of the following BPO-standard tools have you directly configured or integrated with? (CRMs like Salesforce/Zendesk, WFM tools like IEX/Verint, Dialer systems like Genesys/Five9, or QA platforms).*
What is the primary reason you have seen a technology deployment fail on the production floor?*
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