Agentic AI in Contact Center📣 Job Ad

About the Role

Integrated Solutions Tawantech is seeking a Product & Technical Expert (PTE) for the Agentic AI in Contact Center project. This full-time role involves leading and managing product and technical tasks across three key components: the virtual AI bot/conversational IVR, agent-assist functionalities, and interaction analytics. The position requires 0-1 years of experience.

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 core aspect of this role is 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 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 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 elements such as open intent capture, dialog flows, prompts, tone/persona, escalation triggers, and warm-handoff behavior.
• Oversee the design of the RAG (Retrieval-Augmented Generation) 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 implementation, 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 System Integration Testing (SIT), User Acceptance Testing (UAT), and phased go-live processes, including risk, issue, and dependency management.
• Set up 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

Candidates should possess 0-1 years of relevant experience in product and technical roles, particularly within AI, contact center technologies, or related fields. A strong understanding of AI concepts, project management principles, and technical integration is essential for this role.

Work Type

This is a full-time position within Integrated Solutions Tawantech.