Head of Agentic Platforms

About the role

The Head of Agentic Platforms will design and deliver scalable, secure, multi‑channel customer engagement solutions that combine voice, chat, social and digital experiences. This senior position sits within Corporate Services and works closely with the GTDP Architecture team to align technology choices with business goals.

Key responsibilities

• Design and implement multi‑region engagement platforms powered by Genesys Cloud and Azure OpenAI, integrating voice, chat, social and digital channels.
• Lead the full AI lifecycle—from proof‑of‑concept through production deployment—ensuring compliance with Azure AI governance and regional data‑privacy standards.
• Collaborate with enterprise architects and data teams to build Azure‑native microservices, streaming pipelines and integration layers that guarantee low latency, scalability and resilience.
• Define success metrics (e.g., containment rate, ROI) with stakeholders and continuously optimise system performance and reliability.

Required profile

• 15+ years of IT experience with at least 5 years in a managerial role focused on AI‑enabled customer engagement.
• Proven track record delivering multi‑channel, AI‑powered solutions at enterprise scale.
• Strong communication and stakeholder‑management skills.

Required skills

• Genesys Cloud platform
• Microsoft Azure, Azure OpenAI, Azure AI governance
• Large Language Models (LLMs) and Gen‑AI/Agentic frameworks
• Microservices architecture and API‑led integrations
• Cloud‑native development, AIOps/LLMOps lifecycle management