Head of AI Automation
About the role
The Head of AI Automation will drive the end-to-end strategy, development, and execution of AI-driven automation and intelligent systems within a leading fiber broadband and telecommunications company. This role is responsible for modernizing business and network operations through Machine Learning (ML), Generative AI / LLMs, and Robotic Process Automation (RPA) to maximize operational efficiency, elevate customer experience, and reduce cost-to-serve.
Key responsibilities
Define and execute the enterprise AI and automation roadmap across customer service, billing, sales, technical support, and network operations
Identify operational bottlenecks and deploy targeted AI/ML, GenAI, and RPA solutions across front-office and back-office functions
Oversee AI-driven initiatives for real-time network monitoring, predictive maintenance, automated fault detection, customer analytics, and intelligent workflow routing
Lead the seamless integration of automation platforms, LLM frameworks, and custom AI models into existing telecommunications platforms (CRM, ERP, Billing/BSS, OSS, and core network architecture)
Direct cross-functional teams of AI/ML engineers, developers, and data scientists while managing technology vendor relationships, solution delivery, and SLAs
Establish responsible AI governance, data privacy protocols, security frameworks, and ROI/KPI tracking mechanisms to demonstrate clear business impact
Qualifications
Bachelor's degree in Computer Science, Information Technology, Data Science, Engineering, or a related field
Minimum 8+ years of technical experience in AI, software engineering, digital transformation, or process automation
3–5 years in a managerial or leadership role
Prior leadership experience within an Internet Service Provider (ISP), Telecommunications enterprise, or major Tech infrastructure firm is strongly preferred
Expert knowledge of AI/ML algorithms, Generative AI, Large Language Models (LLMs), APIs, microservices, and RPA platforms (e.g., UiPath, Automation Anywhere, Microsoft Power Automate)
Direct experience automating enterprise telecom processes—specifically customer operations, dispatch systems, billing engines, and network management platforms (OSS/BSS)
Strong track record in vendor negotiation, agile project delivery, cross-departmental stakeholder management, and scalable system deployment