Agentic AI in Contact Center

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.