Agentic AI in Contact Center

About the Role: Agentic AI in Contact Center

TawanTech is seeking a Product & Technical Expert (PTE) to lead and manage the product and technical aspects of the Agentic AI in Contact Center project. This full-time role is based in Riyadh, Riyadh Province, and requires over 10 years of experience. 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 requirements definition and vendor selection through solution design, integration, AI governance, and delivery oversight. A key aspect of this role involves building in-house capability through knowledge transfer to a nominated internal candidate, ensuring long-term operational excellence and skill development within the team.

Key Responsibilities

• Manage and refine business and technical requirements across all three components (virtual AI bot/conversational IVR, agent-assist, 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 for project deliverables.
• 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 assurance.
• 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 to SAMA and PDPL, including human-in-the-loop for sensitive flows, audit trail, 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, while managing 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.

Qualifications and Experience

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, Artificial Intelligence, or a related field.
• A minimum of 10 years of relevant experience is required for this position.

Work Environment

This is a full-time position located in Riyadh, Saudi Arabia, offering an opportunity to contribute to advanced AI initiatives within a dynamic environment.