We are looking for a highly capable and commercially minded Contact Centre Technology & AI Manager to take ownership of our omni-channel customer engagement platform (Connex) and drive the evolution of our contact centre capabilities.
This is a high-impact, hands-on role responsible for the design, build and optimisation of customer journeys across voice, SMS, email, chat and AI-driven interactions.
You will act as the platform owner and subject matter expert, leading the development of intelligent contact strategies, AI automation, inbound IVR flows and outbound dialler campaigns, while managing a team of analysts responsible for real-time performance and insight.
This role sits at the centre of our technology and transformation agenda, with a clear mandate to improve customer outcomes, increase operational efficiency and maximise the value of our contact centre technology investment.
Key Responsibilities
Platform Ownership (Connex)
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Act as the primary owner and SME for the Connex omni-channel platform
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Design, build and configure end-to-end customer journeys across inbound and outbound channels
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Manage and optimise:
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Dialler campaigns
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Queues and routing logic
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Workflow automation and business rules
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Lead the adoption of new platform capabilities, including AI and automation features
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Drive continuous improvement in platform performance, utilisation and ROI
AI & Automation
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Own the design, build and deployment of AI agents across voice and digital channels
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Identify and implement automation opportunities to improve efficiency and customer experience
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Monitor and optimise AI performance (e.g. containment rates, outcomes, quality)
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Expand AI use cases across collections and customer service environments
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Ensure all AI solutions align with regulatory and customer outcome requirements
Contact Strategy & Optimisation
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Develop and deliver data-led omni-channel contact strategies
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Optimise outbound dialler performance, including:
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List penetration
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Recycle strategies
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Pacing and time-to-call logic
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Improve key metrics such as:
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Right Party Contact (RPC)
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Contact rates
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Cost per contact
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Design customer journeys tailored to segmentation and behavioural insights
Leadership & Team Management
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Lead and develop a team of Real-Time Campaign Analysts
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Create a high-performance, data-driven culture focused on accountability and continuous improvement
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Provide coaching, development and performance management
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Ensure effective real-time monitoring, reporting and insight generation
Insight & Continuous Improvement
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Analyse campaign performance and customer behaviour to identify opportunities
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Produce meaningful MI and actionable insights for senior stakeholders
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Champion a test-and-learn approach to optimisation and innovation
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Drive improvements through automation, workflow enhancements and smarter decisioning
Stakeholder Management
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Work cross-functionally with:
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Operations
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Technology
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Planning
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Compliance
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Translate business requirements into scalable technical solutions
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Provide clear, data-driven recommendations to senior leadership
Governance & Compliance
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Ensure all activity aligns with FCA, Consumer Duty and Ofcom regulations
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Maintain strong governance across dialler strategies and customer communications
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Support audits, compliance reviews and regulatory requirements
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Ensure fair customer outcomes are embedded in all contact strategies
Skills & Experience
Essential
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Proven experience managing contact centre technology platforms (e.g. Connex, Genesys, NICE, Five9)
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Strong experience with dialler strategy and campaign optimisation
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Experience designing and configuring:
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IVR / inbound call flows
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Digital engagement journeys
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Routing and workflow logic
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Experience delivering or managing AI / automation solutions in a contact centre environment
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Strong analytical capability, with experience interpreting data and driving decisions
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Experience leading and developing teams
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Strong knowledge of FCA, Ofcom and regulated environments
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Excellent stakeholder management and communication skills
Desirable
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Experience with Connex platform
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Background in debt collection, financial services or regulated environments
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Knowledge of customer segmentation and predictive contact strategies
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SQL or data analysis capability
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Experience supporting transformation or technology change programmes
Success Measures
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Improved Right Party Contact (RPC) and contact rates
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Increased customer engagement across omni-channel journeys
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Measurable efficiency gains through AI and automation
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Improved platform utilisation and ROI
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High-quality, data-driven insight supporting business decisions
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Strong compliance and audit outcomes
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Development of a high-performing analyst team
Why Join Us?
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Take ownership of a modern omni-channel platform with AI capability
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Play a leading role in driving AI adoption and automation in a growing business
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High level of autonomy and influence across technology and operations
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Work at the centre of a major transformation programme
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Opportunity to shape the future of customer engagement strategy
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A discretionary annual bonus for a job well done.
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A fantastic culture with little perks along the way including flexible working, family leave. Recognition awards, such as ‘Value Victor’ and ‘Go the extra Mile’ and many team based incentives.
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Simply Health Rewards Package – Cash back on Optical, Dental, Physiotherapy, Prescription charges and much more
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My Wellbeing Service which included 24/7 support and advice line. 24/7 GP access. Counselling Service, discounted Gym Membership and much more.
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Trained mental health first aiders on all sites.
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Loyalty reward for Length of service including increased holiday entitlement.
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Have your birthday off- on us!
