Agentic AI in Contact Center
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Key skills for this role
Role Overview
Lead and manage product and technical work for an agentic AI contact-center project.
The project includes a virtual AI bot or conversational IVR, agent assist, and interaction analytics.
The role covers requirements, vendor selection, solution design, integration, AI governance, delivery oversight, and internal capability building.
Key Skills for This Role
Full Job Posting
Role purpose
Lead and manage product and technical work for an agentic AI contact-center project.
The project includes a virtual AI bot or conversational IVR, agent assist, and interaction analytics.
The role covers requirements, vendor selection, solution design, integration, AI governance, delivery oversight, and internal capability building.
Core responsibilities
- Manage requirements and compliance matrices across all three project components.
- Build use cases and an intent-prioritization backlog for the automation roadmap.
- Define KPIs and success or acceptance criteria.
- Support RFP issuance, evaluate bidders, lead proofs of concept, and make sourcing recommendations.
- Manage the implementation partner's scope, statement of work, deliverables, and quality.
- Manage intents, dialog flows, prompts, tone, escalation triggers, and warm handoffs.
- Manage the RAG grounding approach, knowledge-base structure, and guardrails.
- Define architecture and integrations across T24, CRM, Cortex, e-channels, OTP, and Cisco contact-center systems.
- Specify APIs, context retrieval, latency targets, and model hosting.
- Advise on model selection, routing, RAG, hallucination mitigation, confidence thresholds, and prompt versioning.
- Establish SAMA- and PDPL-aligned governance covering human review, audit trails, data residency, and PII redaction.
- Manage approvals, testing, phased go-live, risks, monitoring, reporting, post-go-live work, runbooks, and handover.
Role capabilities
- Manage requirements across conversational AI, agent assist, and interaction analytics.
- Design and oversee integrations for banking and contact-center platforms.
- Apply RAG, model selection, AI governance, guardrails, and operational monitoring practices.
- Coordinate vendors, proofs of concept, implementation delivery, testing, and knowledge transfer.
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