CCaaS & AI Transformation Manager

About Straumann

Headquartered in Basel, Switzerland, the Straumann Group employs approximately 9,000 people worldwide. Its products, solutions and services are available in more than 100 countries through a broad network of distribution subsidiaries and partners, featuring the global brands Straumann, Neodent, Medentika, Clear Correct and other fully or partly owned partner companies.

Job Purpose

The CCaaS & AI Transformation Manager is located in Madrid and reports to the Global Head of Contact Center Services at HQ in Basel, Switzerland. This role plays a key part in driving the strategic evolution of our customer engagement capabilities, transforming our contact center into a cloud-based, AI-enabled omnichannel experience. The focus will be on leveraging CCaaS platforms, artificial intelligence, and automation to elevate customer satisfaction, improve operational efficiency, and future-proof Straumann’s global customer interaction landscape. International travel (10–20%) will be required to support regional rollouts and change adoption.

Main Tasks and Responsibilities

• Lead global CCaaS transformation initiatives, ensuring Straumann evolves from traditional on-premise systems to a scalable, cloud-first omnichannel environment.
• Embed AI-powered solutions (conversational AI, chatbots, intelligent IVR, predictive analytics, agentic AI) to enhance customer experience and streamline operations.
• Drive innovation in customer experience, aligning technology adoption with business goals and customer-centric strategies.
• Collaborate closely with subsidiaries, ensuring successful rollouts, training, and operational readiness across regions.
• Act as requirements owner, bridging business needs and technology solutions with clear traceability from definition through delivery.
• Partner with global and local vendors, managing RFPs / RFQs, vendor performance, and long-term partnerships in a proactive manner.
• Ensure seamless CRM and data integration for AI-driven personalization and efficient customer journey orchestration.
• Define and implement corporate-level reporting and analytics, enabling insights-driven decision-making.
• Foster an agile, collaborative culture, adapting to change while encouraging innovation and continuous improvement.

Requirements

Education and Experience

Personal Attributes

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