Provides architectural leadership for customer engagement and contact center technologies, including Contact Center as a Service (CCaaS), IVR, IVA, conversational AI, agent desktop, workforce optimization, digital channels, and CRM integrations. Defines architecture and technical standards for customer engagement platforms, including CCaaS, IVR, IVA, omnichannel routing, workforce engagement, and conversational AI solutions. Establishes strong alignment with Product Owners to understand, influence, and deliver on roadmaps. Designs, prototypes, and guides implementation of agent-based solutions (e.g., tool-using workflows, orchestration, retrieval, and guardrails) within approved platforms and enterprise standards, partnering with security, compliance, and enterprise architecture as needed. Section 3: Experience, Skills, Knowledge Requirements
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