Contact Centre Technology & AI Manager

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...