Agentic AI in Contact Center

Job description

The Product & Technical Expert (PTE) leads product and technical tasks for the Agentic AI in Contact Center project across its three components - virtual AI bot/conversational IVR, agent-assist, and interaction analytics. Responsibilities cover requirements gathering, vendor selection, solution design, integration, AI governance, delivery oversight, and knowledge transfer to a nominated internal candidate

Requirements

• Manage and refine business and technical requirements across three components
• Build and maintain use cases and intent-prioritization backlog
• Define KPIs and acceptance criteria
• Support RFP issuance and technical evaluation of bidders
• Lead proofs-of-concept including Saudi-dialect quality testing
• Technically manage implementation partner scope, SOW, deliverables, and quality
• Design conversational and agentic flows, prompts, tone, escalation triggers, and warm‑handoff
• Define RAG grounding approach, knowledge‑base structure, and guardrail configuration
• Specify target architecture and integration with core banking (T24), CRM (MS Dynamics), Cortex, e‑channels, OTP, and Cisco IVR/ACD stack
• Define APIs, real‑time context retrieval, latency targets, and model‑hosting approach
• Advise on model selection (LLM/SLM), routing, hallucination mitigation, confidence thresholds, and prompt/version management
• Establish AI governance framework aligned to SAMA and PDPL
• Coordinate with Compliance, Risk, Legal, and Information Security
• Manage SIT, UAT, and phased go‑live
• Set up AI‑Ops monitoring and reporting
• Coach and up‑skill nominated internal candidate and broader team, produce runbooks and operational handover.

Skills