Agentic AI in Contact Center

About the Role: Agentic AI in Contact Center

TawanTech is seeking a Product & Technical Expert (PTE) for a full-time position in Riyadh, Riyadh Province. This role involves leading and managing the product and technical aspects of the Agentic AI in Contact Center project. The project encompasses three core components: the virtual AI bot/conversational IVR, agent-assist functionalities, and interaction analytics.

Role Purpose and Scope

The PTE will oversee the project from initial requirements gathering and vendor selection through solution design, integration, AI governance, and delivery oversight. A key aspect of this role is to build internal capabilities by transferring knowledge to a nominated internal candidate, ensuring lasting in-house expertise.

Key Responsibilities

• Manage and refine business and technical requirements across all three components (virtual AI bot/conversational IVR, agent-assist, and interaction analytics), 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.
• 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.
• Manage 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 requirements, 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 System Integration Testing (SIT), User Acceptance Testing (UAT), and phased go-live; manage associated 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.

Knowledge Transfer and Team Development

A significant component of this role involves building in-house capability. The Product & Technical Expert will be responsible for comprehensive knowledge transfer to a nominated internal candidate, who is expected to become the prospective AI-Ops Lead, and to the broader team.

Application Process

Candidates interested in this full-time position are invited to apply.