Senior Manager - Contact Centre AI & Operations

Job Description

About the role

As BT Business accelerates its shift to digital-first service, the quality of customer conversations — whether handled by AI, automation, or advisors — is a central determinant of customer experience, cost efficiency, and commercial outcomes.

This role owns that conversational layer end-to-end: from the moment a customer initiates contact through a digital channel, through automated resolution or advisor-assisted handling, to conclusion. Operating primarily through Genesys Cloud CX as the system of engagement, this Senior Manager is accountable for the design, operational performance, and continuous improvement of all unassisted and assisted service conversations across BT Business.

The role balances three competing imperatives — customer experience quality, commercial efficiency, and operational service targets — and ensures that AI-led and advisor-led conversations are designed and governed to deliver against all three.

This is not a digital experience ownership role. Digital touchpoints, self-service portals, and the conversational UI entry points are owned by Digital Customer Experience colleagues. This role picks up at the point of initiated contact and is accountable for everything that happens within the conversation.

What you’ll be doing

• Own the Digital Service Operating Model - Lead the end‑to‑end design, mobilisation, and ongoing optimisation of the digital service model across voice, chat, and conversational AI, ensuring it is scalable, resilient, and aligned to BT Business strategy.

• Set and Deliver the Digital Service Strategy - Define and own the digital service vision and roadmap, translating customer and business needs into clear priorities that drive digital‑first service delivery.

• Channel and Journey Ownership - Act as the senior owner for priority digital and assisted‑digital customer journeys, with accountability for experience quality, containment, resolution, and operational efficiency.

• Conversational AI & Automation Leadership - Champion the design, deployment, and continuous improvement of conversational AI and automation, ensuring AI‑led solutions are embedded seamlessly into customer journeys and deliver measurable outcomes.

• Establish and Lead a Digital Service Centre of Excellence - Build and mature a Digital Service / Service Innovation Centre of Excellence, setting standards, governance, best practice, and ways of working for digital service design and optimisation.

• Cross‑Functional Leadership and Enablement - Partner closely with Digital, Technology, Customer Experience, AI, and Service Transformation teams to ensure digital capabilities are designed with service outcomes in mind and land effectively into operations.

• Enable Frontline and Advisory Teams - Ensure digital channels, tools, and journeys enable Customer Service and Customer Success teams to focus on customer outcomes, reducing unnecessary contact and friction. Also drive the agenda for optimization and continuous improvement of advisor tools with a Digital First mindset.

• Promote ongoing enhancement by leveraging actionable insights - Use customer insight, performance data, and journey analytics to prioritise improvements, track impact, and drive continuous optimisation of digital service performance. Alongside this own, oversee and drive business and operational change into end to end service journeys, covering digital and advisor processes.

• Governance and Senior Stakeholder Influence - Act as the service authority for digital customer experience, providing clear ownership, decision‑making, and challenge to ensure digital service investments deliver value.

• Measure and Deliver Outcomes - Accountable for key digital service outcomes including digital adoption, containment, AI resolution, journey efficiency, and contribution to improved customer experience.

Essential Skills / Experience

• Significant experience in contact centre operations, conversational AI, or digital service management — ideally within a B2B environment

• Hands-on knowledge of CCaaS platforms, with Genesys Cloud CX strongly preferred

• Experience designing and improving bot or virtual agent journeys, including NLU configuration and intent management

• Track record of driving measurable improvements in containment, resolution, or CSAT through AI or automation

• Strong understanding of the boundary between digital self-service and conversational service — and how to manage handoffs effectively

• Demonstrated ability to operate as a senior business owner of technology platforms in partnership with Technology teams

• Experience building or leading a Centre of Excellence or similar governance function

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:
• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now.