Senior Innovation & Artificial Intelligence Project Manager - Permanent Contract - Rabat
- Rabat

Company :

ADM VALUE, a subsidiary of the TESSI group, is a recognized leader in customer relationship and experience. With a presence in 8 countries and 18 strategically located sites, we are committed to providing innovative, high-quality solutions that enhance customer experience.

Our impact:

Operating in 8 countries, our global network of 18 production sites allows us to respond quickly to our clients' needs worldwide.
Dedicated employees: With a team of over 8000 passionate and committed employees, we form a diverse community sharing a common vision of excellence in customer service.

Our commitment:

Quality and growth: We are proud to show an impressive growth rate of 8.5%, demonstrating our continuous commitment to innovation, quality, and customer satisfaction. This dynamic growth strengthens our position as a trusted partner for companies seeking to elevate their customer relationship management excellence.

With us, stability and development go hand in hand:

• All our production positions are offered as permanent contracts (CDI),
• Paid initial training is provided from day one,
• An attractive package: motivating fixed salary, uncapped bonuses, transport allowance, and meal voucher.

Joining ADM Value also means benefiting from:

• Social security (CNSS) and health insurance (AMO),
• Exclusive advantages through our partnerships: discounts on products, services, leisure activities, and more,
• A stimulating work environment that promotes mutual help, progress, and personal fulfillment.
• Looking for a stable, dynamic, and forward-looking environment? ADM Value welcomes you.

Apply today and become a key player in our success!

Company culture :

ADM Value is built around a collaboration-driven culture, with a strong focus on human relationships, trust and employee development. The company promotes close leadership that encourages support, accountability and team engagement. This people-centered culture is complemented by a strong performance mindset, reflecting a clear focus on results and commitment. A structured organizational approach reinforces operational efficiency, while innovation plays a more complementary role within the company.

Job :

Reporting to the Group Operations Department, you will lead innovation and artificial intelligence projects aimed at transforming our contact centers in Morocco, Senegal, and Spain long-term.

More than a technical expert, you are the conductor of AI projects.

You can communicate effectively with an Operations Director as well as a Business Manager on a call center floor, while also being able to present the value of innovative solutions to our clients.

Your role involves identifying the best opportunities, managing projects from start to finish, supporting teams through change, and measuring the concrete benefits achieved.

Your main responsibilities
Define and lead the Innovation & AI strategy

• Develop and maintain the AI roadmap for the contact centers.
• Identify use cases with high operational added value.
• Maintain a constant watch on innovations (generative AI, NLP, Speech Analytics, conversational agents, RPA...).

Manage transformation projects

• Lead projects from need identification to industrial deployment.
• Structure Proofs of Concept (POCs) and pilot projects before scaling them up.
• Coordinate Operations, IT, Data, HR, and Quality teams, as well as technology partners.

Support our clients

• Participate in steering committees and represent Innovation expertise.
• Present the benefits of proposed solutions (performance, ROI, compliance).
• Co-create innovation roadmaps with clients.

Support the teams

• Train and support managers, Business Managers, and operational teams.
• Promote the adoption of new tools.
• Structure the Group's standards and best practices.

Manage performance

• Define success indicators and measure project ROI.
• Track operational gains (productivity, quality, customer satisfaction...).
• Ensure compliance with regulatory requirements and AI governance.

Required profile :

You are recognized for your ability to bring together diverse stakeholders around ambitious projects.

You enjoy understanding business challenges as much as new technologies and know how to turn innovative ideas into concrete results.

Education
Master's degree (Engineering school, Business school, or University).

Experience
5 to 10 years of experience in contact centers, operational transformation, consulting, or deployment of digital/AI solutions.
Proven experience in managing cross-functional projects.
Experience working with senior stakeholders and clients.

Technical skills
Good command of AI technologies applied to customer relations:

• Generative AI (LLM)
• NLP
• Speech & Text Analytics
• Conversational agents
• RPA

Good knowledge of omni-channel environments.
Mastery of key contact center indicators (productivity, quality, customer satisfaction...).
Solid project management culture.

Qualities that will make a difference

• Transverse leadership.
• Excellent communication.
• Consulting and client-oriented mindset.
• Strong analytical and structuring skills.
• Pedagogy and change management support.
• Pragmatism and results-orientation.
• Curiosity and passion for innovation.

Languages
Fluent French.
Professional English required.
Spanish appreciated.

Mobility
The position is based in Rabat (Morocco).

Regular travel is expected to our sites in Morocco, Senegal, and Spain.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization