AI Transformation Leader

AI Transformation Leader

The AI Transformation Leader is a strategic professional responsible for guiding ACC Premiere’s adoption and integration of Artificial Intelligence throughout its client programs and for the company internally. The AI Transformation leader will evaluate existing client programs with our Client Service Teams, analyze the business goals, pinpoint and prioritize high-impact AI use cases that create business value, drive growth, and create competitive advantage. The AI Transformation Leader will lead AI projects, build trust and maintain open dialogue with stakeholders. This is a hands-on, high-impact role that combines operational process mapping, solution prototyping, cross-functional delivery, and measurable impact reporting.

AI Transformation Leader Job Responsibilities

• Develop comprehensive AI strategies for both client programs and internally for the company that are aligned with organizational goals
• Translate AI trends and innovations into concrete opportunities
• Translate client business requirements into high-impact AI use cases, analyze functional requirements, and create process flows
• Create a project plan outlining how AI use cases will be implemented
• Interface with client and our internal Client Service Teams during design and deployment of AI strategy
• Manage solutions through deployment, training, and hand-off activities
• Track key performance indicators/metrics to ensure estimated AI impact was achieved
• Ensure that all projects are delivered on time and within budget
• Participate in cross-functional teams to explore process improvement initiatives, measure results, and refine processes to achieve business objectives
• Present pre-sales product demonstrations or provide assistance in scoping projects or developing proposals

Qualifications and Skills

• Visionary mindset. A strategic outlook to envision how AI can revolutionize existing business processes and outcomes
• Strategic thinker. The ability to make informed strategic decisions regarding the best uses of AI advancements
• Technical acumen. A solid understanding and experience in AI principles, strategies, and experience in implementing AI, preferably in the contact center space.
• Leadership and communication skills to inspire and guide teams to embrace new technology and change.
• Interpersonal skills and ability to collaborate with client and internal Client Service Teams

Key Responsibilities

• Partner with operations, IT, client success, marketing and new business development to ensure business needs and technical requirements stay aligned
• Identify high-friction, repetitive, or decision-based tasks that are strong candidates for automation or augmentation
• Translate operational pain points into clear, prioritized AI opportunity briefs based on impact, feasibility, and ROI
• Quantify potential value in terms of time savings, cost reduction, accuracy improvements, or revenue generation
• Collaborate with marketing and new business development to provide data to publish success stories and business cases that show clear results and generate momentum across teams
• Communicate clearly, concisely, and persuasively with clients
• Navigate complex client inquiries with a proactive and solution-oriented approach
• Effectively manage multiple client needs and tasks simultaneously while prioritizing efficiently

Ideal Candidate Profile

• 3 years’ experience in implementing AI solutions preferably in the contact center space
• Track record of diagnosing workflows and delivering scalable solutions through automation leveraging AI solutions
• Strong working knowledge of enterprise platforms such as Genesys, CallMiner, Salesforce, Zendesk, and other related systems
• Comfortable managing ambiguity and change, aligning stakeholders, and driving adoption across technical and non-technical teams
• Exceptional communicator who can translate technical solutions into business narratives and executive-ready summaries

Education requirement:

• Undergraduate degree or relevant experience required (e.g., Analytics & Insights, Computer Science, Data Science)

Salary and Benefits

• Salary: Commensurate with experience
• Benefits: Health insurance, 401k, bonus incentives
• Office Location: Southington, CT – this is a hybrid role (in-office expectation 3 full days/week)