The role involves leading the integration of artificial intelligence into customer experience workflows and frontline operations. The individual will define technical roadmaps and design scalable architectures to optimize service delivery. Responsibilities include overseeing the end-to-end delivery of technical initiatives and guiding cross-functional teams through the implementation process. The position requires managing stakeholder relationships and vendor partnerships to ensure alignment with business goals. Furthermore, the role entails developing adoption strategies to ensure teams effectively utilize new AI-driven tools. Continuous assessment of system performance and user feedback is required to iterate on the overall AI strategy.

Candidates must possess a bachelor’s degree in software engineering, system architecture, or a related technical field, or equivalent experience. The role requires a strong background in leading complex, cross-functional technical programs and experience in driving user adoption for large-scale technology transformations. Proficiency in designing and deploying scalable systems powered by modern AI infrastructure is necessary. Preferred qualifications include hands-on experience in full-stack development and the integration of AI features such as Large Language Models, prompt engineering, and RAG architectures.