Description

Architect and deliver end-to-end AI and Generative AI solutions for Contact Center and Customer Experience organizations.

This role is hybrid.

Responsibilities

• Design and implement intelligent virtual agents, RAG-based applications, and multi-agent systems.
• Develop LLM-powered customer support solutions and conversational AI platforms.
• Build predictive analytics models for churn prediction, workforce planning, and operational forecasting.
• Establish AI governance, MLOps frameworks, and model monitoring protocols.
• Create reference architectures and technical standards for enterprise AI adoption.

Required Skills

• 10+ years of experience in AI/ML, Solution Architecture, or Cloud Architecture.
• Strong understanding of customer service workflows and knowledge management.
• Experience with LLMs, RAG architectures, Agentic AI, and LangChain.
• Hands-on experience with Vertex AI, TensorFlow, and PyTorch.
• Proficiency in Python, SQL, Apache Spark, and BigQuery ML.
• Experience with cloud AI services on Google Cloud Platform (GCP).
• Ability to drive large-scale digital transformation and manage executive stakeholders.

Preferred Skills

• Experience with Contact Center platforms such as Genesys, NICE CXone, or Amazon Connect.
• Google Cloud Professional Machine Learning Engineer certification or equivalent.

Key Skills

Education

Bachelor's degree