Agentic AI in Contact Center

About the Role

TAWANTECH is seeking a Product & Technical Expert (PTE) for the Agentic AI in Contact Center project. This full-time role is based in Riyadh, Saudi Arabia, and requires over 10 years of experience. The PTE will lead and manage the product and technical aspects across three key components: the virtual AI bot/conversational IVR, agent-assist, and interaction analytics.

Role Purpose and Scope

The primary purpose of this role is to oversee the Agentic AI project from requirements gathering and vendor selection through solution design, integration, AI governance, and delivery. A critical aspect of the role involves building in-house capabilities through knowledge transfer to a nominated internal candidate, ensuring long-term operational excellence.

Key Responsibilities

• Manage and refine business and technical requirements for the virtual AI bot/conversational IVR, agent-assist, and interaction analytics components, maintaining requirements and compliance matrices.
• Develop and maintain use-cases and the intent-prioritization backlog (Tier 1 automated, Tier 2 AI-assisted, Tier 3 human), translating call-driver data into an automation roadmap.
• Define Key Performance Indicators (KPIs) and success/acceptance criteria for the project.
• Support RFP issuance, conduct technical evaluations of bidders, lead proofs-of-concept (including Saudi-dialect quality testing), and provide sourcing recommendations.
• Technically manage the implementation partner, covering scope, statement of work, deliverables, and quality.
• Manage conversational and agentic design, including open intent capture, dialog flows, prompts, tone/persona, escalation triggers, and warm-handoff behavior.
• Oversee the design of the 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 with SAMA and PDPL regulations, including human-in-the-loop for sensitive flows, audit trails, data residency, and PII redaction.
• Collaborate with Compliance, Risk, Legal, and Information Security teams to secure necessary approvals.
• Manage SIT, UAT, and phased go-live processes, including risk, issue, and dependency management.
• Establish analytics/AI-ops monitoring and reporting, and manage post-go-live operations.
• Coach and up-skill the nominated internal candidate (prospective AI-Ops Lead) and the wider team, producing runbooks and operational handover documentation.

Required Experience

• Candidates must possess a minimum of 10 years of relevant professional experience.

Location and Work Type

This is a full-time position located in Riyadh, Riyadh, Saudi Arabia. The role requires on-site presence to effectively manage project components and collaborate with internal teams and partners.