Agentic AI in Contact Center

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.