Head of Agentic Platforms | Corporate Services | GTDP

Al-Futtaim; Dubai; Presencial; AED 500 000 - 800 000; Tempo integral

Resumo da oferta

Al-Futtaim in Dubai seeks a Head of Agentic Platforms to lead design and implementation of scalable customer engagement solutions across voice, chat, social, and digital channels. You will translate high-level designs into robust, secure implementations, and collaborate with GTDP Architecture to select suitable technologies.

Lead lifecycle management of AI components within Azure governance, ensuring performance, compliance, and value realization across regions.

Qualificações

• 15+ years in IT with at least 5 years in a managerial role within the Agentic domain.
• Hands-on experience with Microsoft Azure, Gen-AI/Agentic frameworks, microservices, and cloud-native platforms.
• Experience in AI solution design, data pipelines, model lifecycle management, and AIOps.
• Bachelor's degree in computer science or related field; Azure AI Engineer certification preferred.

Responsabilidades

• Lead design and implementation of scalable, secure customer engagement solutions across voice, chat, social, and digital channels.
• Translate high-level designs into robust implementations with secure coding practices and measurable business impact.
• Collaborate with GTDP Architecture to select technologies meeting requirements.
• Design Azure-native microservices and streaming data pipelines for real-time interactions.
• Ensure Azure AI governance, data privacy and regional data protection compliance.
• Monitor, retrain, and maintain AI components for performance and compliance.

Conhecimentos

AI-powered customer engagement

Azure OpenAI

LLMs

API-led integrations

stakeholder management

Formação académica

Bachelor's degree in computer science or related field

Azure AI Engineer certification preferred

Ferramentas

Azure

Descrição da oferta de emprego

Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of 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.

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.