Head of Agentic Platforms | Corporate Services | GTDP - Al Futtaim Group

Overview Of The Role:

The Head of Agentic Platforms will lead the design and implementation of scalable, secure, and adaptive customer engagement solutions across multiple channels, including voice, chat, social, and digital. This role is critical in shaping strategies at the intersection of customer experience, AI innovation, and digital platforms, ensuring the delivery of superior customer outcomes. The candidate is responsible for translating high-level designs into robust implementations, ensuring adherence to secure coding practices, seamless deployment, and business impact measurement. Close collaboration with the GTDP Architecture team will be essential to select the appropriate technologies that meet business and technical requirements.

What You Will Do:

AI-Enabled Digital Engagement

Design and implement multi-region, multi-channel engagement solutions powered by Genesys Cloud, integrating voice, chat, social, and digital channels.
Ensure integrations with voice platforms enabled by GenAI/Agentic frameworks for seamless customer interactions.

Conversational AI & Agentic Frameworks

Implement and optimize intelligent voice and digital interactions using LLM-powered virtual agents, including speech-to-text and text-to-speech functionalities.
Utilize real-time transcription and retrieval-augmented generation (RAG) for contextual and human-like customer experiences.

Integration & Interoperability

Implement end-to-end delivery integrated with Genesys Cloud, Voice Bots, and enterprise data platforms.
Leverage integration platforms to ensure scalability, resilience, and low latency across multiple geographies.

Lifecycle Management (AIOps/LLMOps)

Lead full lifecycle of AI components from proof of concept to production deployment.
Monitor, retrain, and manage AI components for compliance and performance within Azure AI governance frameworks.

Cloud & Data Strategy

Collaborate with enterprise architects and data teams to design Azure-native microservices and streaming data pipelines.
Support intelligent and personalized real-time interactions through advanced data strategies.

Security, Compliance & Responsible AI

Performance, Scalability & Reliability

Ensure that non-functional requirements such as scalability and reliability are embedded in all solutions.
Optimize systems for performance and resilience.

Business Alignment & Value Realization

Partner with stakeholders to define and achieve success metrics like containment rate and ROI.
Continuously enhance system design for efficiency and experience optimization.

Knowledge Building

Document solution designs and promote the reuse of components.
Champion best practices for AI-enabled contact center transformations on Azure and Genesys Cloud platforms.

Job Details