Manager, AI Solutions Product Owner

Role Description

The Manager, AI Solutions Product Owner is the AI solution experience specialist and product owner for Percepta's AI tooling, owning everything from use case intake through solution design to long-term scale feasibility. This role will be the AI solution owner for the AI Agents our contact center teams use every day, and the connective tissue between AI Enablement, learning and development, IT, and Operations.

During a Typical Day, You’ll:

• 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.

Qualifications

• 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.
• Experience with CCaaS platforms (e.g., NICE CX1 or equivalent) is advantageous.
• Background in AI governance or responsible AI frameworks is advantageous.
• 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.

Benefits

• Competitive Salary with Incentives.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

Company Description

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

• Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.
• At Percepta, we:
• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.