Contact Centre Technology & AI Manager

We are looking for a highly capable and commercially minded Contact Centre Technology & AI Manager to take ownership of our omni-channel customer engagement platform (Connex) and drive the evolution of our contact centre capabilities.

This is a high-impact, hands-on role responsible for the design, build and optimisation of customer journeys across voice, SMS, email, chat and AI-driven interactions.

You will act as the platform owner and subject matter expert, leading the development of intelligent contact strategies, AI automation, inbound IVR flows and outbound dialler campaigns, while managing a team of analysts responsible for real-time performance and insight.

This role sits at the centre of our technology and transformation agenda, with a clear mandate to improve customer outcomes, increase operational efficiency and maximise the value of our contact centre technology investment.

Key Responsibilities

Platform Ownership (Connex)

Act as the primary owner and SME for the Connex omni-channel platform
Design, build and configure end-to-end customer journeys across inbound and outbound channels
Manage and optimise:
Dialler campaigns
Queues and routing logic
Workflow automation and business rules
Lead the adoption of new platform capabilities, including AI and automation features
Drive continuous improvement in platform performance, utilisation and ROI

AI & Automation

Own the design, build and deployment of AI agents across voice and digital channels
Identify and implement automation opportunities to improve efficiency and customer experience
Monitor and optimise AI performance (e.g. containment rates, outcomes, quality)
Expand AI use cases across collections and customer service environments
Ensure all AI solutions align with regulatory and customer outcome requirements

Contact Strategy & Optimisation

Develop and deliver data-led omni-channel contact strategies
Optimise outbound dialler performance, including:
List penetration
Recycle strategies
Pacing and time-to-call logic
Improve key metrics such as:
Right Party Contact (RPC)
Contact rates
Cost per contact
Design customer journeys tailored to segmentation and behavioural insights

Leadership & Team Management

Lead and develop a team of Real-Time Campaign Analysts
Create a high-performance, data-driven culture focused on accountability and continuous improvement
Provide coaching, development and performance management
Ensure effective real-time monitoring, reporting and insight generation

Insight & Continuous Improvement

Analyse campaign performance and customer behaviour to identify opportunities
Produce meaningful MI and actionable insights for senior stakeholders
Champion a test-and-learn approach to optimisation and innovation
Drive improvements through automation, workflow enhancements and smarter decisioning

Stakeholder Management

Work cross-functionally with:
Operations
Technology
Planning
Compliance
Translate business requirements into scalable technical solutions
Provide clear, data-driven recommendations to senior leadership

Governance & Compliance

Ensure all activity aligns with FCA, Consumer Duty and Ofcom regulations
Maintain strong governance across dialler strategies and customer communications
Support audits, compliance reviews and regulatory requirements
Ensure fair customer outcomes are embedded in all contact strategies

Skills & Experience

Essential

Proven experience managing contact centre technology platforms (e.g. Connex, Genesys, NICE, Five9)
Strong experience with dialler strategy and campaign optimisation
Experience designing and configuring:
IVR / inbound call flows
Digital engagement journeys
Routing and workflow logic
Experience delivering or managing AI / automation solutions in a contact centre environment
Strong analytical capability, with experience interpreting data and driving decisions
Experience leading and developing teams
Strong knowledge of FCA, Ofcom and regulated environments
Excellent stakeholder management and communication skills

Desirable

Experience with Connex platform
Background in debt collection, financial services or regulated environments
Knowledge of customer segmentation and predictive contact strategies
SQL or data analysis capability
Experience supporting transformation or technology change programmes

Success Measures

Improved Right Party Contact (RPC) and contact rates
Increased customer engagement across omni-channel journeys
Measurable efficiency gains through AI and automation
Improved platform utilisation and ROI
High-quality, data-driven insight supporting business decisions
Strong compliance and audit outcomes
Development of a high-performing analyst team

Why Join Us?

Take ownership of a modern omni-channel platform with AI capability
Play a leading role in driving AI adoption and automation in a growing business
High level of autonomy and influence across technology and operations
Work at the centre of a major transformation programme
Opportunity to shape the future of customer engagement strategy
A discretionary annual bonus for a job well done.
A fantastic culture with little perks along the way including flexible working, family leave. Recognition awards, such as ‘Value Victor’ and ‘Go the extra Mile’ and many team based incentives.
Simply Health Rewards Package – Cash back on Optical, Dental, Physiotherapy, Prescription charges and much more
My Wellbeing Service which included 24/7 support and advice line. 24/7 GP access. Counselling Service, discounted Gym Membership and much more.
Trained mental health first aiders on all sites.
Loyalty reward for Length of service including increased holiday entitlement.
Have your birthday off- on us!