Job Description Insight Global is looking for an AI & Automation Manager. This role is both hands-on and strategic, responsible for defining the AI & Automation roadmap, delivering high-impact use cases, and building the foundational governance and operating model that will scale across contact centers. • Lead the end-to-end automation lifecycle including discovery, design, development, implementation, and measurement. • Define and deliver the AI & Automation roadmap supporting contact center modernization and BS&T transformation objectives. • Partner with Product Leads (CCaaS, WFM, CRM, CX Analytics) to identify automation opportunities that enhance agent efficiency and customer experience. • Establish and operationalize automation governance, standards, and KPI frameworks across the Contact Center CoE. • Serve as the primary liaison to vendor and platform partners including Five9, Verint Cloud, Salesforce, and RPA solution providers. • Prototype, test, and deploy automation use cases such as conversational AI, Verint Auto-QA, intelligent routing, RPA bots, and agent assist capabilities. • Develop and maintain the automation value realization model, quantifying operational, financial, and customer experience impact. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements • Bachelor’s in Computer Science, Engineering, Business, and/or related field (Master’s preferred). • 7+ years of experience in automation, AI, and digital transformation within large-scale contact center or shared services environments. • Proven, hands-on experience implementing automation solutions using platforms such as UiPath, Automation Anywhere, or Microsoft Power Automate. • Experience with Five9 CX, Verint Cloud, Google GCP, and Salesforce Service Cloud ecosystems, including AI or workflow automation capabilities. • Strong business acumen with the ability to translate automation opportunities into high value ROI and measurable business outcomes. • Excellent collaboration and stakeholder management skills; able to communicate and present technical concepts effectively with senior business and IT leaders. • Demonstrate ability to work independently in a high-visibility, cross-functional environment. • Strong analytical, problem-solving, and project management skills. • Ability to work independently with sound business judgment. • Familiarity with AI, automation, speech analytics, and data visualization in contact centers. • Certification in Cloud, Analytics, or IT Support Professional platforms. • Healthcare and consulting experience preferred. • Practical experience with CCaaS, WFM and CRM technologies (SAP/Salesforce). • Experience defining or operating within a Center of Excellence (CoE) or digital transformation program. • Understanding of key contact center KPIs such as AHT, FCR, containment rate, QA accuracy, and automation efficiency metrics.