Job summary
TAWANTECH in Riyadh seeks a Product & Technical Expert for the Agentic AI in Contact Center project. The role leads product and technical activities across the virtual AI bot, agent-assist and interaction analytics, covering requirements, vendor selection, integration, AI governance and delivery oversight while upskilling an internal candidate.
Key responsibilities
- Lead product and technical delivery for virtual AI bot, agent-assist and interaction analytics components.
- Maintain and refine business and technical requirements and compliance matrices.
- Build use-case backlog and prioritize intents for automation tiers.
- Define KPIs and acceptance criteria for project outcomes.
- Run RFP technical evaluations and lead proofs-of-concept with dialect testing.
- Manage implementation partner scope, SOW, deliverables and quality.
- Design conversational flows, escalation triggers and warm-handoff behavior.
- Oversee integration design with core banking, CRM, IVR/ACD, APIs and model-hosting approach.
Requirements
- 10–12 years of relevant experience.
- Bachelor’s degree in Computer Science, Software Engineering, IT, AI or related field.
Skills
AI governanceRAGLLM selectionAPI designIVR/Cisco ACDMS DynamicsT24 core bankingconversation designSIT/UATanalytics/AI-ops
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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