About the Role We are seeking an experienced AI Solutions Lead to drive the design, implementation, and continuous optimization of AI-powered solutions across Operations and Back Office functions supporting a major telecommunications client.
This is a hands-on, execution-focused role. You will identify high-impact opportunities, deploy practical AI solutions using Gemini and related technologies, and continuously improve operational performance, efficiency, and customer outcomes. You will work at the intersection of Operations, Technology, and Business to embed AI into day-to-day workflows.
AI Solution Design & Deployment • Identify and prioritize AI use cases across operations • Design and implement end-to-end AI solutions leveraging Gemini and approved platforms • Lead deployment from pilot to full-scale production • Ensure alignment with enterprise security, compliance, and data governance standards
Continuous Improvement & Optimization • Analyze workflows to identify automation and AI augmentation opportunities • Continuously refine deployed solutions based on performance data and feedback • Drive measurable improvements in productivity, quality, turnaround time, and cost efficiency • Maintain a pipeline of AI initiatives aligned to business priorities
Data & Performance Analytics • Use data to uncover trends, inefficiencies, and optimization opportunities • Define success metrics and track ROI of AI initiatives • Develop dashboards and reporting to monitor performance and adoption
Stakeholder Management & Enablement • Partner with Operations leaders and stakeholders to align on priorities • Translate business needs into scalable AI solutions • Train and support teams in adopting AI tools effectively • Serve as the site-level SME for AI capabilities
Governance & Compliance • Ensure all AI deployments follow internal and client approval processes • Maintain documentation (model cards, risk assessments, use case documentation) • Monitor risks, bias, and compliance adherence in AI usage
Key Deliverables • AI roadmap with prioritized use cases, timelines, and expected impact • Successful deployment of initial pilots within 60–90 days • Scaled AI solutions integrated into operational workflows • Measurable improvements across key KPIs (productivity, quality, cost, CX) • Ongoing pipeline of continuous improvement initiatives • Performance dashboards tracking AI impact and adoption • Complete documentation and compliance artifacts
Required: • 5+ years of experience in AI/ML, Data Science, Automation, or Digital Transformation • Hands-on experience with large language models (Gemini, GPT, or similar) • Proven experience deploying AI solutions in operational or business environments • Strong analytical and problem-solving skills • Experience integrating AI into workflows (not just model development) • Ability to translate technical concepts into business impact
Preferred: • Experience in BPO, customer experience, or telecommunications • Knowledge of process improvement methodologies (Lean, Six Sigma preferred) • Experience with prompt engineering, automation tools, or workflow orchestration • Exposure to enterprise compliance and governance frameworks
Qualfon provides 360 degrees of customer experience support for your business with mission-driven processes that keep each person at the heart of every interaction. We lead the way with AI-enabled strategies and person-focused CXM solutions that enhance your brand and improve your customer’s lives.
Whether your goal is to increase the lifetime value and loyalty of your customers or make your operations more effective, Qualfon can help you succeed with tailor-made solutions that balance efficiency, scale, and empathy in equal measure.
