AI Voicebot Adoption Expert
Country: Spain
About the Role
At Santander, we are building a world‑class AI & Data organization to drive innovation at scale and impact the lives of over 170 million people globally. As part of our strategic ambition to become an AI‑First bank, we are seeking an AI Voicebot Adoption Expert—a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development‑oriented AI tools across our global technology teams.
In this role, you will lead cross‑functional initiatives to integrate state‑of‑the‑art AI tooling in software development workflows. You will work at the intersection of technology, change management, and culture, helping our engineering community unlock new levels of productivity and innovation.
Key Responsibilities Voicebot Adoption & Scaling
* Lead the end‑to‑end adoption of Generative AI–based voicebots across customer service, sales, collections, and internal operations, from pilots to large‑scale production.
* Own the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact centre transformation strategies.
* Drive standardisation of voicebot architectures, conversation patterns, and operating models across countries and business units.
Contact Center & Operations Transformation
* Partner closely with Contact Centre, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems.
* Support the redesign of operational processes impacted by voice automation, including escalation models, human‑in‑the‑loop frameworks, and agent coexistence.
* Ensure smooth onboarding of voicebots into day‑to‑day operations, minimising disruption and maximising acceptance by agents and supervisors.
Change Management, Enablement & Adoption
* Design and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks.
* Educate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption.
* Identify cultural, operational, and organisational adoption barriers and proactively address them.
Performance, Governance & Continuous Improvement
* Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI.
* Ensure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards.
What You’ll Bring
The following requirements represent the knowledge, skills, and abilities essential for success in this role.
Professional Experience
* 6–10 years of experience in digital transformation, AI adoption, product management, or technology programme leadership roles. (Required)
* Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact centre environments. (Required)
* Experience working in global, multi‑country environments. (Preferred)
* Experience with voice technologies, speech‑to‑text / text‑to‑speech, or IVR modernisation. (Preferred)
Hard Skills
* Solid understanding of Generative AI and LLM‑based conversational architectures, including STT, TTS, NLU, dialog orchestration, and prompt design. (Required)
* Strong knowledge of contact centre operations and voice channels, including telephony integration and agent workflows. (Required)
* Demonstrated success managing complex, cross‑functional initiatives with business, technology, AI, and compliance stakeholders. (Required)
* Hands‑on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred)
* Ability to define adoption metrics, operational KPIs, and value realisation frameworks.
* Background in financial services or regulated industries. (Preferred)
* Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Required)
Soft Skills
* Excellent communication and influencing skills, especially with non‑technical stakeholders. (Required)
Languages
* Fluent English. (Required)
Benefits
* Enablement through global opportunities and broad career paths.
* Hybrid working model—some days remote, some days onsite with your team—and flexible hours.
* Learning for life: Access hundreds of courses on Santander platforms, including the Santander Open Academy.
* Highly competitive salary with performance‑based bonuses.
* Preferential banking terms and special interest rates on loans, life insurance, and more.
* BeHealthy global wellness programme promoting holistic wellbeing.
* Childcare support and family‑friendly programmes tailored to each life stage.
* Santander Contigo advisory services for employees and families.
* Gym/WellHub membership, medical centres, meal subsidy, parking, shuttle service in Madrid, and exclusive discounts for Santander employees.
Local Compliance
Santander is proud of being an organisation where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.
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