AI Voicebot Adoption Expert

AI Voicebot Adoption Expert Country Spain IT STARTS HERE Santander (www.santander.com) is evolving from a global high-impact brand into a technology-driven organization and our people are at the heart of this journey. Together we are driving a customer-centric transformation that values bold thinking innovation and the courage to challenge whats possible. This is more than a strategic shift. Its a chance for driven professionals to grow learn and make a real difference. Our Chief Data Artificial Intelligence Officer (CDAIO) division is building a world-class AI Data team to make a difference in the lives of over 170 million people worldwide through one of the largest banks in the world. We are undergoing one of the biggest transformations in our history and technology is at the heart of our strategy. Join our team to play a part in one of the most important technological projects for the financial sector in the world. Our mission is to contribute to helping more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Santander is proud of being an organization where there are equal opportunities regardless of age gender disability civil status race religion or sexual orientation. This job offer is an opportunity not only to join a great company but also to collaborate in projects that have a real impact on society. THE DIFFERENCE YOU MAKE About the Role At Santander we are building a world-class AI Data organization to drive innovation at scale and impact the lives of over 170 million people globally. As part of our strategic ambition to become an AI-First bank we are seeking an AI Voicebot Adoption Expert- a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development-oriented AI tools across our global technology teams. In this role you will lead cross-functional initiatives to integrate state-of-the-art AI tooling in software development workflows. You will work at the intersection of technology change management and culture helping our engineering community unlock new levels of productivity and innovation. Key Responsibilities Voicebot Adoption Scaling - Lead the end-to-end adoption of Generative AI-based voicebots across customer service sales collections and internal operations from pilots to large-scale production. - Own the global voicebot adoption roadmap ensuring alignment with business priorities customer experience targets and contact center transformation strategies. - Drive standardization of voicebot architectures conversation patterns and operating models across countries and business units. Contact Center Operations Transformation - Partner closely with Contact Center Operations CX and IT teams to embed voicebots into existing telephony IVR CRM and workforce management ecosystems. - Support the redesign of operational processes impacted by voice automation including escalation models human-in-the-loop frameworks and agent coexistence. - Ensure smooth onboarding of voicebots into day-to-day operations minimizing disruption and maximizing acceptance by agents and supervisors. Change Management Enablement Adoption - Design and execute change management strategies specific to voice automation including communication plans training materials and operational playbooks. - Educate business and operations teams on voicebot capabilities limitations and best practices to drive trust and adoption. - Identify cultural operational and organizational adoption barriers and proactively address them. Performance Governance Continuous Improvement - Define and track KPIs such as call containment task completion rates average handling time reduction customer satisfaction (CSAT) and automation ROI. - Ensure voicebot solutions comply with regulatory ethical AI data privacy and model governance standards. WHAT YOULL BRING Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. Were enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional Experience - 6-10 years of experience in digital transformation AI adoption product management or technology program leadership roles. (Required). - Proven experience leading the adoption of voicebots IVR automation or Conversational Voice AI in enterprise or contact center environments. (Required). - Experience working in global multi-country environments. (Preferred). - Experience with voice technologies speech-to-text / text-to-speech or IVR modernization. (Preferred). Hard Skills - Solid understanding of Generative AI and LLM-based conversational architectures including speech-to-text (STT) text-to-speech (TTS) NLU dialog orchestration and prompt design. (Required). - Strong knowledge of contact center operations and voice channels including telephony integration and agent workflows. (Required). - Demonstrated success managing complex cross-functional initiatives with business technology AI and compliance stakeholders. (Required). - Hands-on exposure to Conversational AI platforms (e.g. Google Dialogflow Amazon Bedrock Genesys Sierra or similar). (Preferred). - Ability to define adoption metrics operational KPIs and value realization frameworks. - Background in financial services or regulated industries. (Preferred). - Familiarity with Responsible AI model governance and AI risk management frameworks. (Required). Soft Skills - Excellent communication and influencing skills especially with non-technical stakeholders. (Required). Languages - High level of proficiency in English. (Required). WE VALUE YOUR IMPACT Your contribution matters and its recognized. You can expect a fair competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers. - Were enable our teams to go beyond through global opportunities and broad career paths. - Flexibility that works. Enjoy a hybrid working models-some days remote some days onsite with your team-along with flexible hours. - Learning for life. Access hundreds of courses on our platforms including exclusive access to our global learning space Santander Open Academy (www.santanderopenacademy.com) - Competitive rewards. Receive a highly competitive salary with performance-based bonuses motivating you to keep growing with us. - Financial advantages. Benefit from preferential banking terms special interest rates on loans life insurance and more. - Your health is our priority. Through BeHealthy our global wellness programme we promote Holistic wellbeing. - We know family is everything. Thats why we offer childcare support and family-friendly programmes tailored to each life stage. - Always by your side. Get access to Santander Contigo our program for employees and their families offering legal emotional and administrative advisory services. - Extra benefits. Gym/WellHub membership medical centers in some of our facilities meal subsidy parking shuttle service from various points in Madrid as well as exclusive discounts and offers for Santander employees. And thats only the beginning-well tell you more when you join