Role details
Must Have: 10+ years of experience in enterprise architecture, solution design and software delivery. 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions. 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions. Experience designing and implementing AI-enabled contact centre solutions. (Conversation design with AI) Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms. Experience with AI platforms and services such as Amazon Connect Customer AI Agent, Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies. Demonstrated experience leading conversational AI, AI Agent and customer experience transformation initiatives. Experience modernizing IVR, customer self-service and digital engagement platforms. Experience and Skill Set Requirements Experience and skill set: Technical Skills – 50 Points AI Architecture & Design 10+ years of experience in enterprise architecture, solution design and software delivery. 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions. Demonstrated experience developing enterprise AI architecture strategies, standards, reference architectures and implementation roadmaps. Experience designing and implementing solutions utilizing Generative AI, Large Language Models (LLMs), Intelligent Agents and Agentic AI frameworks. Experience designing knowledge-grounded AI solutions utilizing Retrieval Augmented Generation (RAG), vector databases, semantic search and enterprise knowledge repositories. Experience establishing AI governance frameworks, model lifecycle management processes, monitoring and operational controls. Experience evaluating and selecting AI platforms, tools and vendor solutions. Strong understanding of Responsible AI principles including transparency, fairness, explainability, privacy and risk management. Experience designing enterprise architecture solutions that balance business outcomes, customer experience, operational requirements and technical constraints. Conversational AI, Prompt Engineering & Conversation Design 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions. Experience creating conversational journeys, customer experiences, dialog flows and conversation architectures. Experience developing intent models, utterances, entity structures and conversational taxonomies. Experience designing prompts, system instructions and orchestration logic for Generative AI and AI Agent solutions. Experience establishing prompt engineering frameworks, standards and best practices. Experience designing and implementing AI guardrails including safety controls, content moderation, response validation, grounding strategies and hallucination mitigation techniques. Experience designing call containment, routing, escalation and human handoff strategies. Experience implementing human-in-the-loop design patterns for AI-assisted service delivery. Experience evaluating AI agent behaviour, prompt effectiveness and response quality using testing and monitoring frameworks. Experience leveraging analytics, customer feedback and operational metrics to continuously improve conversational experiences. Experience designing multilingual, accessible and citizen-centric conversational solutions. Contact Centre & Integration Experience designing and implementing AI-enabled contact centre solutions. Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms. Experience integrating CRM, case management, identity management, workflow and knowledge management systems. Experience designing API-based integrations, microservices and event-driven architectures. Experience with speech-to-text, text-to-speech, speech analytics and sentiment analysis technologies. Knowledge of customer service operations, contact centre performance metrics, digital self-service and citizen engagement models. Cloud & Technology Platforms Experience with AWS, Azure or equivalent cloud platforms. Experience with AI platforms and services such as Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies. Experience with Python, JavaScript, Java or related technologies. Experience with DevOps, CI/CD pipelines and Infrastructure as Code. Experience with Docker, Kubernetes and cloud-native architectures. Experience implementing highly available, scalable and secure enterprise solutions. Experience developing technical architecture documentation, design specifications and implementation plans. Core Skills and Experience – 20 Points 7+ years of