Key skills
AWSCloudCAIMLSaaSCRMLeadershipMentoringPrototypingCommunicationCollaboration
About this role
Role Overview
- Lead the design and implementation of innovative Customer Interaction and Contact Center AI solutions
- Guide cross-functional teams through every stage of project execution
- Establish strategic direction for the Digital Contact Solutions team
- Shape proposals and drive business development initiatives
- Interact with clients at a senior level to secure project success
- Provide thought leadership and market insights to enhance service offerings
- Foster collaboration and operational excellence within the team
- Analyze project outcomes and identify opportunities for enhancement
Requirements
- Bachelor's Degree
- At least 6 years of experience
- Master's Degree preferred
- Professional certifications from AWS, Microsoft, Google preferred
- Leading design and development of AI solutions
- Excelling in communication at c-suite level
- Managing teams of functional and technical resources
- Utilizing cloud platforms and modern architecture patterns
- Demonstrating technical leadership as a Solution Architect
- Proficiency in DevOps, AI/ML, and IT transformation
- Hands-on experience with Amazon Q and Agentic AI Frameworks
- Leading teams to create end-to-end solutions for customer journey from intent recognition through resolution, across IVR and Agent tools
- Improving customer engagement and satisfaction through Conversational AI and Agentic AI solutions
- Mentoring and guiding team members in AI and technology leading practices
- Leading initiatives of prototyping, proof-of-concept (PoC) to validate new AI / agentic capabilities before full rollout
- Integrating agentic AI into enterprise ecosystems, guardrails and safety layers
- Architecting autonomous and semi-autonomous agent workflows for customer and business outcomes
- Designing and delivering agentic AI products, applications, and solutions tailored to business needs, while providing implementation guidance throughout execution
- Architecting enterprise-grade AI platforms with a focus on framework selection, governance, and operational models to ensure safety, security, and scalability
- Guiding teams in adopting agent frameworks, best practices, prompt engineering, and model fine-tuning
- Integrating contact center applications with SaaS cloud CRM, Agent Desktop solution
Tech Stack
- AWS
- Cloud
Benefits
- medical
- dental
- vision
- 401k
- holiday pay
- vacation
- personal and family sick leave
- annual discretionary bonus