Job Description

Must Have:

• 10+ years of experience in enterprise architecture, solution design and software delivery.
• 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions.
• 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions.
• Experience designing and implementing AI-enabled contact centre solutions. (Conversation design with AI)
• Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms.
• Experience with AI platforms and services such as Amazon Connect Customer AI Agent, Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies.
• Demonstrated experience leading conversational AI, AI Agent and customer experience transformation initiatives.
• Experience modernizing IVR, customer self-service and digital engagement platforms.

Experience and Skill Set Requirements

Experience and skill set:

Technical Skills – 50 Points

AI Architecture & Design

• 10+ years of experience in enterprise architecture, solution design and software delivery.
• 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions.
• Demonstrated experience developing enterprise AI architecture strategies, standards, reference architectures and implementation roadmaps.
• Experience designing and implementing solutions utilizing Generative AI, Large Language Models (LLMs), Intelligent Agents and Agentic AI frameworks.
• Experience designing knowledge-grounded AI solutions utilizing Retrieval Augmented Generation (RAG), vector databases, semantic search and enterprise knowledge repositories.
• Experience establishing AI governance frameworks, model lifecycle management processes, monitoring and operational controls.
• Experience evaluating and selecting AI platforms, tools and vendor solutions.
• Strong understanding of Responsible AI principles including transparency, fairness, explainability, privacy and risk management.
• Experience designing enterprise architecture solutions that balance business outcomes, customer experience, operational requirements and technical constraints.

Conversational AI, Prompt Engineering & Conversation Design

• 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions.
• Experience creating conversational journeys, customer experiences, dialog flows and conversation architectures.
• Experience developing intent models, utterances, entity structures and conversational taxonomies.
• Experience designing prompts, system instructions and orchestration logic for Generative AI and AI Agent solutions.
• Experience establishing prompt engineering frameworks, standards and best practices.
• Experience designing and implementing AI guardrails including safety controls, content moderation, response validation, grounding strategies and hallucination mitigation techniques.
• Experience designing call containment, routing, escalation and human handoff strategies.
• Experience implementing human-in-the-loop design patterns for AI-assisted service delivery.
• Experience evaluating AI agent behaviour, prompt effectiveness and response quality using testing and monitoring frameworks.
• Experience leveraging analytics, customer feedback and operational metrics to continuously improve conversational experiences.
• Experience designing multilingual, accessible and citizen-centric conversational solutions.

Contact Centre & Integration

• Experience designing and implementing AI-enabled contact centre solutions.
• Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms.
• Experience integrating CRM, case management, identity management, workflow and knowledge management systems.
• Experience designing API-based integrations, microservices and event-driven architectures.
• Experience with speech-to-text, text-to-speech, speech analytics and sentiment analysis technologies.
• Knowledge of customer service operations, contact centre performance metrics, digital self-service and citizen engagement models.

Cloud & Technology Platforms

• Experience with AWS, Azure or equivalent cloud platforms.
• Experience with AI platforms and services such as Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies.
• Experience with Python, JavaScript, Java or related technologies.
• Experience with DevOps, CI/CD pipelines and Infrastructure as Code.
• Experience with Docker, Kubernetes and cloud-native architectures.
• Experience implementing highly available, scalable and secure enterprise solutions.
• Experience developing technical architecture documentation, design specifications and implementation plans.

Core Skills and Experience – 20 Points

7+ years of experience with:

• Developing enterprise architecture deliverables, technical designs, solution blueprints and implementation specifications.
• Leading enterprise architecture, solution architecture and detailed design activities.
• Gathering and analyzing business, operational and customer experience requirements.
• Translating business objectives into scalable technology solutions and service designs.
• Facilitating workshops and design sessions with business stakeholders, operational teams and technical resources.
• Conducting technology assessments, architecture reviews and proof-of-concept initiatives.
• Providing architecture leadership throughout the project delivery lifecycle.
• Developing technology roadmaps, modernization strategies and target-state architectures.
• Applying enterprise architecture, privacy, accessibility and cybersecurity standards.
• Managing technology risks, architectural dependencies and technical debt.
• Providing recommendations for AI adoption, service transformation, business process improvement and operational efficiencies.

AI, Conversational AI and Contact Centre Domain Experience – 20 Points

• Demonstrated experience leading conversational AI, AI Agent and customer experience transformation initiatives.
• Experience modernizing IVR, customer self-service and digital engagement platforms.
• Experience designing and implementing AI-powered citizen service solutions.
• Experience developing enterprise conversational AI standards, design frameworks and governance models.
• Experience balancing customer experience, operational efficiency, risk management and program objectives.
• Experience implementing AI-driven virtual assistants and voice-enabled self-service solutions in large and complex environments.
• Experience with speech analytics, customer journey analytics, sentiment analysis and customer engagement optimization technologies.
• Experience defining AI safety controls, risk mitigation strategies and governance practices for citizen-facing AI services.

General Skills – 10 Points

• Proven technical leadership and strategic architecture capabilities.
• Exceptional analytical, critical thinking, problem-solving and decision-making skills.
• Strong understanding of AI risk management, AI safety, prompt engineering and guardrail design.
• Excellent stakeholder engagement, facilitation and relationship management skills.
• Demonstrated ability to communicate complex AI concepts to both technical and non-technical audiences.
• Excellent verbal, written and presentation skills.
• Strong negotiation, consensus-building and conflict-resolution skills.
• Proven ability to work effectively in large, complex organizations with multiple stakeholders.
• Strong organizational, planning and prioritization skills.
• Commitment to innovation, continuous improvement and service excellence.

Public Sector Experience

• Knowledge of OPS Enterprise Architecture standards, governance processes and architecture review practices.
• Experience developing technical documentation and architecture deliverables that comply with Public Sector standards and methodologies.
• Experience working within government or other large, highly regulated environments.
• Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Enterprise Architecture and gating processes.
• Experience supporting large-scale public sector transformation initiatives and multi-stakeholder programs.

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