Agentic AI in Contact Center

About the Role: Agentic AI in Contact Center

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 2-5 years of experience. The PTE will lead and manage the product and technical aspects across three core components: the virtual AI bot/conversational IVR, agent-assist, and interaction analytics. The position involves building in-house capabilities through knowledge transfer to an internal candidate.

Key Responsibilities

• Manage and refine business and technical requirements for the virtual AI bot/conversational IVR, agent-assist, and interaction analytics, maintaining requirements and compliance matrices.
• Develop and maintain use-cases and an 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.
• 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, including scope, statement of work, deliverables, and quality.
• Oversee conversational and agentic design, including open intent capture, dialog flows, prompts, tone/persona, escalation triggers, and warm-handoff behavior.
• Manage the design of the RAG grounding approach, knowledge-base structure, and guardrail configuration.
• Define 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 AI governance and a guardrail framework aligned with SAMA and PDPL, covering human-in-the-loop for sensitive flows, audit trails, data residency, and PII redaction.
• Collaborate with Compliance, Risk, Legal, and Information Security to secure necessary approvals.
• Manage SIT, UAT, and phased go-live, as well as risks, issues, and dependencies.
• 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.

Experience and Qualifications

• A minimum of 2-5 years of relevant professional experience.
• Demonstrated expertise in product and technical management within AI or contact center solutions.
• Experience with AI governance, compliance, and data security principles.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic team focused on advanced AI solutions for contact centers.