Lead, AI Adoption & Value Realization

TTEC

2d•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As a Lead, AI Adoption & Value Realization working remotely you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture What You’ll Be Doing Percepta is seeking a strategic and operationally strong Lead, AI Adoption & Value Realization to support the enterprise rollout and sustained adoption of AI-enabled capabilities across business units. This role will partner with IT, PMO, Client Services, People Innovation (HR), and Operations leaders to ensure AI initiatives are effectively adopted, governed, and translated into measurable business value. The ideal candidate combines operational excellence, change management expertise, and data-driven decision-making to enable scalable AI transformation across the organization. Success Metrics (First 30-90-180 Days) Successful operational execution of the Strategy as defined by the Director of AI Enablement & Adoption Demonstrated increase in adoption rates across prioritized AI initiatives Clear reporting framework for AI value realization implemented Measurable operational impact in at least 2–3 priority initiatives Execute delivery of formalized AI Intake, prioritization and governance support Reduction in adoption friction and initiative duplication Positive stakeholder feedback from operational leaders, and executive sponsors across business units

Requirements

Bachelor’s degree or equivalent experience required
7+ years of experience in Operations, Business Transformation, Digital Enablement, and Contact Center environments
Demonstrated experience leading enterprise adoption or change initiatives
Experience working within matrixed enterprise environments required
Strong analytical skills with experience measuring operational performance and ROI
Ability to influence cross-functional stakeholders without direct authority
Excellent executive-level communication and presentation skills
Strategic Execution
Enterprise Collaboration
Operational Excellence
Data-Driven Decision Making
Structured Problem Solving
Executive Communication
Change Leadership

Nice To Haves

Certification in Change Management preferred
Experience in contact center, BPO, or client services environments preferred
Experience partnering with IT and PMO organizations preferred

Responsibilities

AI Initiative Coordination & Visibility
Maintain a centralized portfolio of active AI initiatives across business units
Track implementation milestones, dependencies, risks, and adoption metrics
Identify cross-functional overlaps and alignment opportunities
Provide structured reporting to the Director of AI Enablement & Adoption
Adoption & Change Management
Develop and execute AI adoption playbooks tailored to operational teams
Partner with People Innovation (HR) to embed AI capabilities into workforce enablement
strategies
Monitor usage and behavioral adoption beyond initial deployment
Identify barriers to adoption, develop and implement corrective action plans
Support leadership communication plans related to AI initiatives
Partner with stakeholders to embed AI adoption metrics into performance objectives and incentive structures where appropriate.
Value Measurement & Performance Tracking
Establish baselines for key operational metrics (e.g., handle time, productivity, quality, cost efficiency) for AI Initiatives
Collaborate with IT and Data teams to develop dashboards and reporting frameworks
Track value realization against defined AI business cases
Prepare executive-ready reporting that demonstrates ROI and impact
Operational Partnership & Field Engagement
Engage directly with operational leaders and frontline management to understand pain points and improvement opportunities
Translate business needs into structured AI opportunity briefs with associated business value
Gather feedback from pilots and scaled implementations to refine future initiatives
Act as a liaison between business teams and technical stakeholders
Governance & Risk Support
Support compliance with enterprise AI governance standards
Ensure documentation, controls, and process adherence are maintained
Assist in intake and prioritization processes for new AI use cases
Partner with IT and Security teams to ensure alignment with data and compliance requirements