Experience
* Experience in enterprise architecture / solution design
* Proven experience in onsite client-facing roles in banking programs
* Hands-on delivery of IVR / Contact Center / Conversational AI transformations
* Experience with large-scale digital transformation in regulated environments
* Track record of engaging executive stakeholders and driving CX initiatives
Preferred Qualifications
* Experience working with Tier-1 banks or financial institutions
* Strong 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 frameworks
* Familiarity with AI governance, risk management, and model validation frameworks
Certifications
* Google Cloud Professional Architect (Mandatory/Preferred)
* Google Professional Machine Learning Engineer
* Certifications in Conversational AI platforms (Google CES, Dialogflow CX or equivalent)
* TOGAF / Enterprise Architecture certifications