Enterprise Architect ( Agentic IVR )

ExperienceExperience in enterprise architecture / solution designProven experience in onsite client-facing roles in banking programsHands-on delivery of IVR / Contact Center / Conversational AI transformationsExperience with large-scale digital transformation in regulated environmentsTrack record of engaging executive stakeholders and driving CX initiatives Preferred QualificationsExperience working with Tier-1 banks or financial institutionsStrong understanding of banking regulations (e.g., data privacy, PCI-DSS, GDPR equivalents)Exposure to CCaaS platforms (Google CXAS/CES, Genesys, NICE, Amazon Connect)Experience in multi-agent orchestration / agentic frameworksFamiliarity with AI governance, risk management, and model validation frameworks CertificationsGoogle Cloud Professional Architect (Mandatory/Preferred)Google Professional Machine Learning EngineerCertifications in Conversational AI platforms (Google CES, Dialogflow CX or equivalent)TOGAF / Enterprise Architecture certifications