AI Voicebot Adoption Expert

About the role

Santander is building a world‑class AI & Data organization to become an AI‑First bank. We are looking for an AI Voicebot Adoption Expert who will drive the integration of generative AI voicebot solutions across our global technology teams, helping to modernise customer service, sales, collections and internal operations.

Key responsibilities

• Lead end‑to‑end adoption of generative AI‑based voicebots from pilot to large‑scale production.
• Own the global voicebot adoption roadmap, aligning with business priorities and contact‑center transformation strategies.
• Standardise voicebot architectures, conversation patterns and operating models across countries and business units.
• Partner with Contact Center, Operations, CX and IT teams to embed voicebots into telephony, IVR, CRM and workforce‑management ecosystems.
• Drive change‑management initiatives to foster a culture of AI‑enabled productivity among engineering teams.

Required profile

• Proven experience leading AI or voice‑technology adoption projects in large, complex organisations.
• Strong understanding of generative AI, conversational AI and voicebot platforms.
• Excellent stakeholder management and ability to influence cross‑functional teams.
• Strategic thinker with a track record of delivering technology‑driven transformation.

Required skills

• Experience with generative AI tools and voicebot development frameworks.
• Knowledge of contact‑center systems, IVR, CRM integration.
• Familiarity with software development workflows and DevOps practices.