Agentic AI in Contact Center

TAWANTECH; Riyadh; On-site; SAR 300,000 - 500,000; Full time

Job summary

TAWANTECH seeks a Product & Technical Expert to lead the Agentic AI in Contact Center project, spanning virtual AI bot, agent-assist, and analytics. You will drive requirements, architecture, and governance while transferring knowledge to an internal candidate for ongoing capability building.

Key activities include requirements management, backlog prioritization, KPI definition, vendor evaluation, proofs-of-concept, and end-to-end delivery oversight with strong focus on compliance, data

Responsibilities

• Manage and refine the business and technical requirements across the three components (virtual AI bot / conversational IVR, the agent-assist, and interaction analytics), and maintain 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 — scope, statement of work, deliverables, and quality.
• Manage 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.
• Work with Compliance, Risk, Legal, and Information Security to secure the necessary approvals.
• Manage SIT, UAT, and phased go-live; manage risks, issues, and dependencies.
• Stand up the analytics / AI-ops monitoring and reporting, and run the post-go-live.
• Coach and up-skill the nominated internal candidate (prospective AI-Ops Lead) and the wider team; produce runbooks and operational handover.

Job description

Role Purpose:

The Product & Technical Expert (PTE) leads and manages the product and technical tasks of the Agentic AI in Contact Center project across its three components — the virtual AI bot / conversational IVR, the agent-assist, and interaction analytics. The role spans requirements and vendor selection through solution design, integration, AI governance, and delivery oversight, while building lasting in-house capability through knowledge transfer to a nominated internal candidate.

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), and maintain 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 — scope, statement of work, deliverables, and quality.
• Manage 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.
• Work with Compliance, Risk, Legal, and Information Security to secure the necessary approvals.
• Manage SIT, UAT, and phased go-live; manage risks, issues, and dependencies.
• Stand up the analytics / AI-ops monitoring and reporting, and run the post-go-live.
• Coach and up-skill the nominated internal candidate (prospective AI-Ops Lead) and the wider team; produce runbooks and operational handover.