Overview

In this role you lead the AI transformation for Santander’s assisted channels, shaping how voice and chat experiences leverage AI to improve service at scale. You align cross-functional teams across countries to design, pilot, and deploy AI-powered customer interactions within established platforms. You drive strategic impact by turning business needs into scalable AI use cases, ensuring secure and compliant delivery. This is an opportunity to influence a global AI-enabled customer experience in a leading financial institution.

Compensaciones / Incentivos

- Global impact
- Continuous learning opportunities
- Hybrid work model
- Wellness programs
- Family-friendly benefits
- Competitive incentives

Responsabilidades

- Define and drive the global AI transformation roadmap for voice and chat service channels
- Identify, design, and deploy AI-powered customer service solutions (e.g., LLM-powered agents, speech analytics, smart routing, real-time transcription, voice biometrics)
- Integrate AI capabilities into Genesys Cloud, Salesforce, and other engagement systems
- Translate customer and business needs into scalable, secure, and compliant AI use cases with measurable value
- Provide technical direction for conversational platforms across cloud environments and define performance KPIs




- Evaluate and pilot new AI technologies with partners (OpenAI, Google, Genesys)
- Champion CI/CD, Dev Ops, and MLOps practices for reliable delivery
- Work with risk, compliance, and business leaders to enable AI adoption and build business cases
- Serve as trusted advisor translating technical innovation into business impact
- Lead cross-country collaboration to ensure architectural consistency and operational excellence

Requisitos principales

- 10+ years in technology or engineering roles
- 5+ years leading transformation in contact center or customer engagement platforms
- Deep knowledge of contact center tech (Genesys Cloud, Salesforce) and CRM integration
- Strong AI integration architecture, data flows, and performance optimization knowledge
- Familiarity with prompt engineering, voice analytics, AI model evaluation
- Hands-on experience with cloud environments (AWS, GCP, Azure), APIs, and CI/CD tools (Jenkins, Terraform, Docker)
- Fluent in English; Spanish highly valued

- Strategic mindset with execution drive
- Strong cross-functional collaboration across global teams
- Excellent communication; able to translate tech to non-technical stakeholders
- Genesys Cloud
- Salesforce Service/Marketing Cloud
- CRM integration

📌 Product & IT Project Management Manager (Madrid)
🏢 Grupo Santander
📍 Madrid