About the Role
The Product & Technical Expert (PTE) leads and manages the product and technical tasks of the Agentic AI in Contact Center project. This role spans three key components: the virtual AI bot/conversational IVR, the agent-assist, and interaction analytics. The PTE will oversee the entire process from requirements and vendor selection through to solution design, integration, AI governance, and delivery oversight, while simultaneously building lasting in-house capability through knowledge transfer to a nominated internal candidate.
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Key Responsibilities
- Manage and refine the business and technical requirements across the three components (virtual AI bot/conversational IVR, the agent-assist, and interaction analytics), while maintaining the requirements and compliance matrices.
- Build and maintain the use-cases and intent-prioritization backlog (Tier 1 automated, Tier 2 AI-assisted, Tier 3 human), translating call-driver data into an automation roadmap.
- Define KPIs and success/acceptance criteria.
- Support RFP issuance, run the technical evaluation of bidders, lead proofs-of-concept (including Saudi-dialect quality testing), and make sourcing recommendations.
- Manage the implementation partner technically, including scope, statement of work, deliverables, and quality.
- Oversee the conversational and agentic design: open intent capture, dialog flows, prompts, tone/persona, escalation triggers, and warm-handoff behavior.
- Manage the design of RAG grounding approach, knowledge-base structure, and guardrail configuration.
- Define the target architecture and external/internal integration design across core banking (T24), CRM (MS Dynamics), Cortex, e-channels, OTP, and the Cisco IVR/ACD and speech-recording stack.
- Specify APIs, real-time context retrieval, latency targets, and the model-hosting approach.
- Advise on model selection (LLM/SLM and routing), RAG, hallucination mitigation, confidence thresholds, and prompt/version management.
- Establish the AI governance and guardrail framework aligned to SAMA and PDPL — human-in-the-loop for sensitive flows, audit trail, data residency, and PII redaction.
- Collaborate with Compliance, Risk, Legal, and Information Security to secure the necessary approvals.
- Manage SIT, UAT, and phased go-live; mitigate risks, issues, and dependencies.
- Establish analytics/AI-ops monitoring and reporting, and oversee post-go-live operations.
- Coach and up-skill the nominated internal candidate (prospective AI-Ops Lead) and the wider team; produce runbooks and operational handover.
Requirements
- 10–12 years of experience in related fields.
- Bachelor's degree in Computer Science, Software Engineering, Information Technology, Artificial Intelligence, or a related field.
