Enterprise Architect (Onsite Lead) – Agentic IVR (Banking)
Role Summary
We are seeking an experienced Enterprise Architect – Onsite Lead to drive a strategic Agentic IVR transformation program for a leading banking client on GCP. This role combines deep architectural expertise with strong customer relationship management, acting as a trusted advisor to senior business and technology stakeholders.
Key Responsibilities
* Serve as the primary onsite liaison for banking stakeholders, building strong, trust-based relationships across business, operations, and IT.
* Lead Agentic IVR architecture design using GCP (CXAS, Dialogflow CX, ADK, Vertex AI, Apigee) for banking use cases such as customer servicing, fraud checks, payments, and loan inquiries.
* Translate business goals into secure, compliant, and scalable AI-driven conversational solutions.
* Drive CX transformation and automation strategy aligned with regulatory requirements.
* Ensure seamless integration with core banking systems, and CCaaS platforms.
* Establish governance, compliance, and AI guardrails (data privacy, auditability, explainability).
* Oversee delivery teams ensuring quality, performance, and resilience.
Key Skills
* Expertise in Conversational AI / IVR and GCP architecture
* Knowledge of Agentic AI, RAG, and API-led integrations
* Exceptional stakeholder engagement and influencing skills
Experience
* 12–18+ years 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)
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