Enterprise Architect ( Agentic IVR )

Summary: The Enterprise Architect (Agentic IVR) role focuses on delivering enterprise architecture and solution design within banking programs, emphasizing hands-on experience in IVR, Contact Center, and Conversational AI transformations. The position requires engaging with executive stakeholders and driving customer experience initiatives in regulated environments. Candidates should have a strong understanding of banking regulations and experience with Tier-1 financial institutions. Preferred qualifications include relevant certifications and familiarity with CCaaS platforms.

Key Responsibilities:

• 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

Key Skills:

• 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
• 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

Salary (Rate): undetermined

City: London Area

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other