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Market Related
Umhlanga, Durban, Kwazulu Natal
Full Time
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Market Related Kwazulu Natal Full Time
Market Related Hillcrest, Durban, Kwazulu Natal Full Time
Market Related Kwazulu Natal Full Time
Innovations Manager
Posted on 20/02/26 8:22 by Pro-Careers Recruitment Services
Market Related
Umhlanga, Durban, Kwazulu Natal
Full Time
0 Applications Our client, a leading organisation in the Contact Centre industry, is looking for a dynamic and forward-thinking Innovations Manager to lead and accelerate innovation initiatives focused on AI adoption, automation, customer experience, and operational efficiency.
Key Responsibilities
Innovation Strategy & Leadership
• Develop and execute the organisation’s innovation strategy in alignment with business objectives and technology direction.
• Identify, prioritise, and manage a portfolio of innovation initiatives focused on AI, automation, and customer experience enhancement.
• Act as the central coordination point across IT, Operations, and Business teams to ensure innovation efforts are cohesive and measurable.
• Champion a culture of creativity, experimentation, and continuous improvement throughout the organisation.
Technical Oversight & Solution Design
• Ensure all innovation initiatives are technically sound, secure, and compatible with the existing technology stack (including MS SQL, integrations, and in-house platforms).
• Collaborate with IT architects and engineers to design scalable, compliant, and cost-effective solutions.
• Evaluate and recommend new technologies, balancing innovation potential with long-term sustainability and compliance.
• Support solution design reviews to ensure alignment with architectural standards and business requirements.
Project Management & Delivery
• Oversee the end-to-end delivery of innovation projects, from concept and proof of concept (POC) through to implementation and evaluation.
• Lead cross-functional teams and manage relationships with external vendors and partners.
• Ensure projects meet defined milestones, budgets, timelines, and success metrics.
• Define and monitor KPIs that measure business value, efficiency improvements, and customer impact.
• Provide regular project updates and reporting to management and stakeholders.
Research, Partnerships & Emerging Technologies
• Continuously research and assess emerging technologies and market trends relevant to contact centres, BPO operations, and customer experience innovation.
• Build and maintain strategic relationships with AI vendors, technology partners, and research institutions.
• Develop business cases and ROI analyses for innovation investments.
• Identify new opportunities to integrate automation and AI-driven solutions into operational processes.
Governance, Security & Compliance
• Ensure all innovation initiatives comply with the organisation’s security and compliance frameworks, including ISO 27001 and PCI-DSS standards.
• Collaborate with Information Security and Compliance teams to assess potential risks and ensure secure data handling.
• Contribute to governance policies relating to responsible AI adoption and ethical technology practices.
• Embed security and compliance considerations into every stage of the innovation process.
Team Enablement & Knowledge Sharing
• Mentor and support team members involved in innovation initiatives.
• Contribute to the growth and structure of the Innovation function, including identifying potential new roles such as Innovation Business Analysts.
• Encourage cross-functional learning and collaboration, ensuring best practices are captured and shared.
• Promote a knowledge-sharing environment to strengthen organisational innovation capability.
Skills and Technical Expertise
• Strong understanding of system integrations (APIs, flat files, direct database connections).
• Proficiency in Microsoft SQL Server (MSSQL) — ability to interpret SQL queries and troubleshoot data issues.
• Familiarity with ETL processes, data pipelines, and data flow management within a contact centre environment.
• Experience with both in-house developed platforms and third-party solutions, ensuring interoperability and scalability.
• Working knowledge of cloud-based services, automation tools, and AI technologies relevant to
• contact centre operations.
• Proven ability to translate business goals into technology-driven initiatives with measurable impact.
• Strong leadership in managing cross-functional teams (developers, analysts, engineers, data scientists).
• Excellent analytical, problem-solving, and decision-making skills.
• Effective stakeholder management and communication skills — capable of bridging technical and business domains.
• Experience in managing external technology partners and vendors to ensure delivery alignment.
• Working knowledge of ISO 27001 and PCI-DSS standards.
• Understanding of data protection principles and ethical AI practices.
• Commitment to embedding security, governance, and risk awareness into every innovation initiative.
Desired Experience & Qualification
• Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field.
• A Postgraduate qualification in Technology Management, Innovation, or Business Administration will be advantageous.
• Certifications in Project Management (PRINCE2), Agile, or Innovation Management are beneficial.
• At least 5 years’ experience in technology, innovation, or digital transformation roles within a Contact Centre, BPO, or enterprise IT environment.
• Minimum 3 years’ management experience, leading cross-functional teams or managing technology-driven initiatives.
• Demonstrated success in leading or contributing to AI, automation, or technology-led innovation projects from concept to implementation.
• Proven technical proficiency with system integrations, including APIs, flat files, and database-level integrations.
• Strong working knowledge of Microsoft SQL Server, including SQL query interpretation, data validation, and troubleshooting data flows.
• Experience managing diverse teams that include business analysts, software developers, data analysts, data scientists, and business stakeholders.
• Exposure to secure technology environments compliant with ISO 27001 and PCI-DSS standards.
• Demonstrated ability to balance innovation with governance, scalability, and operational feasibility.
• Prior experience engaging with AI vendors, automation platforms, and customer experience technologies will be advantageous.
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