RQ11251 - IT Artificial Intelligence (AI) Architect/Designer - Senior

Must Have: • 10+ years of experience in enterprise architecture, solution design and software delivery. • 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions. • 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions. • Experience designing and implementing AI-enabled contact centre solutions. (Conversation design with AI) • Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms. • Experience with AI platforms and services such as Amazon Connect Customer AI Agent, Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies. • Demonstrated experience leading conversational AI, AI Agent and customer experience transformation initiatives. • Experience modernizing IVR, customer self-service and digital engagement platforms. Experience and Skill Set Requirements Experience and skill set: Technical Skills - 50 Points AI Architecture & Design • 10+ years of experience in enterprise architecture, solution design and software delivery. • 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions. • Demonstrated experience developing enterprise AI architecture strategies, standards, reference architectures and implementation roadmaps. • Experience designing and implementing solutions utilizing Generative AI, Large Language Models (LLMs), Intelligent Agents and Agentic AI frameworks. • Experience designing knowledge-grounded AI solutions utilizing Retrieval Augmented Generation (RAG), vector databases, semantic search and enterprise knowledge repositories. • Experience establishing AI governance frameworks, model lifecycle management processes, monitoring and operational controls. • Experience evaluating and selecting AI platforms, tools and vendor solutions. • Strong understanding of Responsible AI principles including transparency, fairness, explainability, privacy and risk management. • Experience designing enterprise architecture solutions that balance business outcomes, customer experience, operational requirements and technical constraints. Conversational AI, Prompt Engineering & Conversation Design • 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots or conversational IVR solutions. • Experience creating conversational journeys, customer experiences, dialog flows and conversation architectures. • Experience developing intent models, utterances, entity structures and conversational taxonomies. • Experience designing prompts, system instructions and orchestration logic for Generative AI and AI Agent solutions. • Experience establishing prompt engineering frameworks, standards and best practices. • Experience designing and implementing AI guardrails including safety controls, content moderation, response validation, grounding strategies and hallucination mitigation techniques. • Experience designing call containment, routing, escalation and human handoff strategies. • Experience implementing human-in-the-loop design patterns for AI-assisted service delivery. • Experience evaluating AI agent behaviour, prompt effectiveness and response quality using testing and monitoring frameworks. • Experience leveraging analytics, customer feedback and operational metrics to continuously improve conversational experiences. • Experience designing multilingual, accessible and citizen-centric conversational solutions. Contact Centre & Integration • Experience designing and implementing AI-enabled contact centre solutions. • Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center or equivalent platforms. • Experience integrating CRM, case management, identity management, workflow and knowledge management systems. • Experience designing API-based integrations, microservices and event-driven architectures. • Experience with speech-to-text, text-to-speech, speech analytics and sentiment analysis technologies. • Knowledge of customer service operations, contact centre performance metrics, digital self-service and citizen engagement models. Cloud & Technology Platforms • Experience with AWS, Azure or equivalent cloud platforms. • Experience with AI platforms and services such as Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI or similar technologies. • Experience with Python, JavaScript, Java or related technologies. • Experience with DevOps, CI/CD pipelines and Infrastructure as Code. • Experience with Docker, Kubernetes and cloud-native architectures. • Experience implementing highly available, scalable and secure enterprise solutions. • Experience developing technical archite...