Agentic AI in Contact Center📣 Job Ad

About TAWANTECH

TAWANTECH is seeking a Product & Technical Expert for the Agentic AI in Contact Center project. This is a full-time position requiring 0-1 years of experience.

Role Purpose

The Product & Technical Expert (PTE) will lead and manage the product and technical aspects of the Agentic AI in Contact Center project. This project encompasses three core components: the virtual AI bot/conversational IVR, agent-assist functionalities, and interaction analytics. The role spans from requirements gathering and vendor selection through solution design, integration, AI governance, and delivery oversight. A key objective is to build in-house capability through knowledge transfer to a nominated internal candidate.

Key Responsibilities

• Manage and refine business and technical requirements across the three project 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 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; manage associated risks, issues, and dependencies.
• Set up analytics/AI-ops monitoring and reporting, and oversee post-go-live operations.
• Coach and up-skill the nominated internal candidate (prospective AI-Ops Lead) and the wider team; produce runbooks and facilitate operational handover.

Experience Required

• 0-1 years of relevant experience.

Application Process

Interested candidates are encouraged to apply for this full-time position.