Manager, AI Solutions Product Owner

Percepta, a customer experience services company, is seeking a Manager, AI Solutions Product Owner to own AI solution intake, design, configuration, and scaling for its contact center program. The role manages the AI solution roadmap, partners with learning, IT, operations, and business stakeholders, and leads a team responsible for deployment readiness and go-live execution.

Responsibilities:

• Own AI use-case intake and scoring, ensuring every initiative that moves forward ties back to a measurable improvement in the agent or customer experience
• Serve as first-line reviewer for new AI solution requests, validating technical and design feasibility before submissions move forward
• Maintain the AI solution taxonomy and approved tool list across the program
• Own the design and configuration of AI Agents supporting the program, ensuring solutions perform reliably for agents on live customer interactions
• Translate AI solution design into learning requirements and partner with the Global Learning & Knowledge (GLK) team on curriculum development, ensuring training reflects real solution behavior
• Validate agent-facing documentation before training rollout, keeping the agent experience central to every design decision
• Assess scale feasibility for validated use cases, including platform, licensing, and architecture implications
• Own the AI solution roadmap and manage the pipeline in coordination with CRM and tools product ownership
• Partner closely with Operations, IT, and client business stakeholders to keep solution design, delivery timelines, and expectations aligned
• Lead a team of Senior AI Solutions Deployment & Integrations Leads delivering readiness and go-live execution across sites

Requirements:

• Bachelor's Degree in a related field is required
• 6+ years in product management, solution architecture, or AI/automation program ownership, ideally within a contact center, CRM, or customer experience technology environment
• Experience partnering with learning and development or training organizations to translate technical solutions into agent-facing enablement content is required
• Working knowledge of conversational or agentic AI design patterns and enterprise CRM platforms (Dynamics 365, Salesforce) is required
• Demonstrated ability to run structured intake, scoring, and prioritization processes across a multi-stakeholder pipeline
• Strong written and verbal communication skills; comfortable presenting solution recommendations to senior stakeholders
• People leadership experience or readiness to manage a distributed team
• Experience with CCaaS platforms (e.g., NICE CX1 or equivalent) is advantageous
• Background in AI governance or responsible AI frameworks is advantageous