About the Role: The Head of Agentic Platforms will lead the design and implementation of scalable, secure, and adaptive customer engagement solutions across multiple channels, including voice, chat, social, and digital. This role is critical in shaping strategies at the intersection of customer experience, AI innovation, and digital platforms, ensuring the delivery of superior customer outcomes. The candidate is responsible for translating high-level designs into robust implementations, ensuring adherence to secure coding practices, seamless deployment, and business impact measurement. Close collaboration with the GTDP Architecture team will be essential to select the appropriate technologies that meet business and technical requirements.
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What You Will Do:
AI-Enabled Digital Engagement
- Design and implement multi-region, multi-channel engagement solutions powered by Genesys Cloud, integrating voice, chat, social, and digital channels.
- Ensure integrations with voice platforms enabled by GenAI/Agentic frameworks for seamless customer interactions.
Conversational AI & Agentic Frameworks
- Implement and optimize intelligent voice and digital interactions using LLM-powered virtual agents, including speech-to-text and text-to-speech functionalities.
- Utilize real-time transcription and retrieval-augmented generation (RAG) for contextual and human-like customer experiences.
Integration & Interoperability
- Implement end-to-end delivery integrated with Genesys Cloud, Voice Bots, and enterprise data platforms.
- Leverage integration platforms to ensure scalability, resilience, and low latency across multiple geographies.
Lifecycle Management (AIOps/LLMOps)
- Lead full lifecycle of AI components from proof of concept to production deployment.
- Monitor, retrain, and manage AI components for compliance and performance within Azure AI governance frameworks.
Cloud & Data Strategy
- Collaborate with enterprise architects and data teams to design Azure-native microservices and streaming data pipelines.
- Support intelligent and personalized real-time interactions through advanced data strategies.
Security, Compliance & Responsible AI
- Integrate Azure AI governance and data privacy principles into all solutions.
- Ensure adherence to enterprise security and regional data protection standards.
Performance, Scalability & Reliability
- Ensure that non-functional requirements such as scalability and reliability are embedded in all solutions.
- Optimize systems for performance and resilience.
Business Alignment & Value Realization
- Partner with stakeholders to define and achieve success metrics like containment rate and ROI.
- Continuously enhance system design for efficiency and experience optimization.
Knowledge Building
- Document solution designs and promote the reuse of components.
- Champion best practices for AI-enabled contact center transformations on Azure and Genesys Cloud platforms.
Required Skills To Be Successful:
- Proven track record in managing multi-channel, AI-powered customer engagement solutions.
- Strong expertise in Azure OpenAI, LLMs, and agentic systems for conversational AI.
- Experience with API-led integrations and designing scalable, resilient systems.
- Excellent communication and stakeholder management skills.
What Qualifies You For The Role:
- 15+ years in IT with a minimum of 5 years in a managerial role within the Agentic domain, focusing on AI-enabled solutions.
- Hands-on experience with Microsoft Azure, Gen-AI/Agentic frameworks, microservices, and cloud-native platforms.
- Experience in AI solution design, including data pipelines, model lifecycle management, and AIOps.
- Bachelor's degree in computer science or a related field, with Azure AI Engineer certification preferred.
