Job Description

Innovations Manager

Drive AI and Automation in a Scalable Contact Centre Environment

Durban (Office-Based) | R60 000 - R70 000 per month

About Our Client

Our client is a forward-thinking organisation operating at scale in the contact centre space. With a strong focus on AI, automation, and customer experience, they are positioning themselves at the forefront of digital transformation. The company blends in-house platforms with leading third-party tools, offering a dynamic, innovation-led environment that values impact, experimentation, and measurable business outcomes.

The Role: Innovations Manager

As the Innovations Manager, you'll lead the design and delivery of cutting-edge, technology-driven initiatives that improve operational efficiency and customer experience. You'll collaborate across IT, Operations, and Business units to build a roadmap of high-impact innovation projects focusing on AI, automation, and integration. This role is perfect for someone who thrives at the intersection of technology strategy, execution, and cross-functional collaboration.

Key Responsibilities

• Minimum 5 years' experience in technology, innovation, or digital transformation

• Develop and lead an innovation strategy aligned to business and technology objectives

• Build and manage a pipeline of initiatives focused on AI, automation, and CX improvement

• Coordinate across departments to align goals and define measurable outcomes

• Provide technical oversight, ensuring solutions fit within the existing stack (e.g. MS SQL, integrations, internal platforms)

• Evaluate vendors and technologies for scalability, compliance, and ROI

• Manage the end-to-end delivery processfrom ideation and POC to implementation and value tracking

• Define and report on success metrics (efficiency, customer impact, business value)

• Research emerging tech and foster partnerships with AI vendors and research institutions

• Champion governance, security (ISO 27001, PCI-DSS), and responsible tech practices

• Mentor cross-functional teams and promote knowledge sharing and repeatable frameworks

About You

• 5+ years in a technology or innovation role, ideally in contact centres, BPO, or enterprise IT

• 3+ years of experience leading cross-functional, tech-driven initiatives

• Strong technical understanding of system integrations (APIs, DB-level, flat files)

• Proficient in Microsoft SQL Server for queries, troubleshooting, and validation

• Experience with ETL/data pipelines, cloud services, automation, and AI tools

• Skilled in translating business needs into secure, scalable tech solutions

• Confident communicator with both technical and non-technical audiences

• Comfortable managing vendors, stakeholders, and project delivery

• Understanding of ISO 27001, PCI-DSS, data protection, and responsible AI principles

• Degree or diploma in Computer Science, IT, or similar (postgrad in Tech Management/Innovation is a plus)

• Certifications in PRINCE2, Agile, or innovation methodologies are advantageous