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

Benefits

medical
dental
vision
401k
holiday pay
vacation
personal and family sick leave
annual discretionary bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI solutionsDevOpsAI/MLIT transformationAmazon QAgentic AI Frameworksend-to-end solutionsConversational AIagent workflowsenterprise-grade AI platforms

Soft Skills

communicationleadershipcollaborationmentoringstrategic directionbusiness developmentproject executionclient interactionoperational excellencethought leadership

Certifications

Bachelor's DegreeMaster's DegreeAWS certificationMicrosoft certificationGoogle certification