This individual leads the design and implementation of AI solutions, shaping the Contact Centre AI-First strategy and driving its transformation in Agentic AI space. With expertise in voice AI technologies, cloud-native architecture, this individual crafts and communicates overall architectural vision, technical strategies and trade-offs for AI enabled conversational experiences across diverse channels. The ideal candidate brings strong leadership skills, a passion for innovation and technology exploration, and a proven track record in large-scale AI transformation.

Spearhead the architecture, delivery, and bot‑certification readiness of multi‑channel conversational agent platforms leveraging agentic AI, ensuring production‑grade quality across voice and digital channels

Design, implement, and govern scalable cloud architectures with a strong focus on observability, performance, resiliency, and security, aligned with bot certification standards

Lead bot certification efforts by defining and enforcing architectural guardrails, validation criteria, and readiness checkpoints to ensure compliant, reliable, and scalable deployments

Evaluate emerging trends in the voice AI ecosystem, including new tools, frameworks, and APIs, and drive adoption of capabilities that improve scalability, cost efficiency, and certification outcomes

Lead proof‑of‑concepts and pilots for next‑generation voice, generative, and multi‑modal experiences on scalable cloud platforms, progressing certified solutions into production

Define and implement security controls, governance guardrails, and compliance practices to meet organizational, regulatory, and certification requirements

Collaborate with stakeholders and cross‑functional teams to align technical strategy with business objectives and clearly communicate architectural and certification standards across the organization

Mentor engineering teams on voice AI and bot‑certification best practices, fostering a culture of quality, innovation, and continuous improvement