Manager of AI User Enablement for Aetna Marketing fostering AI skills and workflows. Delivering training and support for responsible AI adoption in marketing processes.
About the role
- Conversational AI & CX leader at Datacom designing customer-focused experiences that leverage technology. Collaborating with clients and shaping service experiences across Australia and New Zealand.
Responsibilities
- Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects
- Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients
- Apply advanced conversational design principles to craft intuitive, human-centric interaction flows
- Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders
- Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’
- Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations
- Manage and optimise delivery of current solutions including intent management, conversational structure and integration with customers' digital environments
- Work with customers to identify tuning and refining opportunities to increase bot containment and improve agent and customer satisfaction within risk tolerance and accessibility standards
- Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions
- Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact
- Plan and integrate next‑generation technologies into the architectural strategy and build strategic relationships with software and hardware vendors to inform roadmaps and GTM approaches
Requirements
- Proven (3+ years) expertise in Conversational AI and CX strategy delivering measurable improvements
- Strong understanding of automation in contact centre and retail environments
- Ability to lead and contribute to project management and implementation activities
- Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations
- Experience with platforms such as Twilio, Cognigy, Genesys, and Microsoft
- Proven leadership experience and excellent presentation and stakeholder management skills
- Experience in solution and design services, scoping, configuration assistance and needs assessments
- Strong working knowledge of change management and agile delivery frameworks (nice to have)
- Background in outsourcing or working with systems integrators (nice to have)
- Experience with Prosci Change Management methodology (nice to have)
- Familiarity with ITIL, application management and integration into core business systems (nice to have)
- Understanding of key cloud vendors such as AWS, Azure, GCP and commercial awareness of vendor architectural strategies (nice to have)
Job title
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Degree requirement
Tech skills
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