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CCaaS & AI Transformation Manager

Straumann GroupMadrid, Comunidad de Madrid, España

Hace 7 días

Descripción del trabajo

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

Bachelor or Master’s degree in a relevant field, or an equivalent combination of education and work experience.

Proven expertise in Contact Center as a Service (CCaaS) platforms and cloud migration strategies.

Strong knowledge of AI, machine learning, and automation frameworks applied to contact center operations.

IT requirements engineering and / or IT project management certification.

Experience integrating Voice Recording Systems, Knowledge Management Systems, and AI Bot Frameworks.

Fluency in English; additional languages such as German, Spanish, or French are an asset.

Personal Attributes

Energetic, visionary, and transformation-driven leader with strong execution abilities.

Analytical thinker with a data-driven approach to problem-solving.

Strong communication and influencing skills across diverse cultures and stakeholders.

Passionate about emerging technologies and their application to customer engagement.

Adaptable, agile, and collaborative, thriving in fast-changing environments.

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Transformation Manager • Madrid, Comunidad de Madrid, España