What are the responsibilities and job description for the AI Product Lead - Contact Center position at Harvard Partners, LLP?
As the AI Product Lead, you will lead an AI/GenAI product team focused on developing, testing, and scaling solutions using AWS Bedrock and AWS Connected Contact Center capabilities. The person in this role is responsible for defining and executing the AI and GenAI strategy across assisted-service channels, including chat, IVR, and contact center platforms. This role partners with Data & GenAI teams to prioritize impactful use cases, accelerate delivery, and drive measurable improvements in customer experience, operational efficiency, and cost reduction.
Key Responsibilities
- Develop and own the AI/GenAI strategy and roadmap for assisted-service channels.
- Identify and prioritize opportunities to enhance customer experience, automate tasks, and improve agent productivity.
- Lead a cross-functional team in delivering AI solutions, including integrations, models, APIs, and scalable system designs.
- Implement AI capabilities across chat, IVR, agent assist, workforce management, and quality assurance platforms.
- Align with Data/GenAI, Cloud Engineering, Operations, and business teams to ensure strategic and operational consistency.
- Communicate progress and value through executive updates, dashboards, and ROI reporting.
- Ensure compliance with risk, security, governance, and ethical AI standards.
- Establish frameworks to measure impact, including containment, AHT reduction, productivity, deflection, cost savings, and customer satisfaction.
Qualifications
- 8 years in product management, with 3 years in AI/ML, GenAI, or automation leadership.
- Experience implementing AI in large enterprises, preferably in contact centers or digital banking.
- Proficiency with AWS Bedrock, LLM orchestration, vector databases, prompt engineering, and retrieval-augmented architectures.
- Strong ability to translate business needs into actionable product roadmaps.
- Proven success leading cross-functional teams in agile environments.
- Excellent communication and stakeholder management skills.
- Commitment to improving customer experience and operational efficiency.
- Success Metrics (12 Months)
- Unified AI roadmap for assisted-service channels.
- AI capabilities deployed across multiple customer touchpoints.
- Demonstrable improvements in containment, AHT, response quality, agent efficiency, and operational cost.
- High-performing AI team delivering at scale.
- Strengthened partnerships with Data/GenAI teams.
- Clear business value for each AI release.
Ideal Candidate
A strategic and pragmatic AI product leader with expertise in enterprise contact center operations and GenAI architectures, capable of driving vision, alignment, and delivery of transformative AI solutions.