Description:
Innovations Manager
Drive AI and Automation in a Scalable Contact Centre Environment
Durban (Office-Based) | R60 000 - R70 000 per month
About Our Client
Our client is a forward-thinking organisation operating at scale in the contact centre space. With a strong focus on AI, automation, and customer experience, they are positioning themselves at the forefront of digital transformation. The company blends in-house platforms with leading third-party tools, offering a dynamic, innovation-led environment that values impact, experimentation, and measurable business outcomes.
The Role: Innovations Manager
As the Innovations Manager, you'll lead the design and delivery of cutting-edge, technology-driven initiatives that improve operational efficiency and customer experience. You'll collaborate across IT, Operations, and Business units to build a roadmap of high-impact innovation projects focusing on AI, automation, and integration. This role is perfect for someone who thrives at the intersection of technology strategy, execution, and cross-functional collaboration.
Key Responsibilities
-
Minimum 5 years' experience in technology, innovation, or digital transformation
-
Develop and lead an innovation strategy aligned to business and technology objectives
-
Build and manage a pipeline of initiatives focused on AI, automation, and CX improvement
-
Coordinate across departments to align goals and define measurable outcomes
-
Provide technical oversight, ensuring solutions fit within the existing stack (e.g. MS SQL, integrations, internal platforms)
-
Evaluate vendors and technologies for scalability, compliance, and ROI
-
Manage the end-to-end delivery processfrom ideation and POC to implementation and value tracking
-
Define and report on success metrics (efficiency, customer impact, business value)
-
Research emerging tech and foster partnerships with AI vendors and research institutions
-
Champion governance, security (ISO 27001, PCI-DSS), and responsible tech practices
-
Mentor cross-functional teams and promote knowledge sharing and repeatable frameworks
About You
-
5+ years in a technology or innovation role, ideally in contact centres, BPO, or enterprise IT
-
3+ years of experience leading cross-functional, tech-driven initiatives
-
Strong technical understanding of system integrations (APIs, DB-level, flat files)
-
Proficient in Microsoft SQL Server for queries, troubleshooting, and validation
-
Experience with ETL/data pipelines, cloud services, automation, and AI tools
-
Skilled in translating business needs into secure, scalable tech solutions
-
Confident communicator with both technical and non-technical audienc
-