Innovations Manager

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 audiences

Comfortable managing vendors, stakeholders, and project delivery

Understanding of ISO 27001, PCI-DSS, data protection, and responsible AI principles

Degree or diploma in Computer Science, IT, or similar (postgrad in Tech Management / Innovation is a plus)

Certifications in PRINCE2, Agile, or innovation methodologies are advantageous