Head of Agentic Platforms

About the role

The Head of Agentic Platforms will lead the design and implementation of AI‑enabled, multi‑channel customer engagement solutions across voice, chat, social and digital platforms. This senior position shapes strategy at the intersection of customer experience, AI innovation and digital transformation.

Key responsibilities

• Design and deliver scalable, secure engagement solutions powered by Genesys Cloud and Azure OpenAI, integrating voice, chat, social and digital channels.
• Implement and optimise LLM‑driven virtual agents, including speech‑to‑text, text‑to‑speech and retrieval‑augmented generation for contextual interactions.
• Manage end‑to‑end integration with enterprise data platforms, ensuring low latency, resilience and multi‑region scalability.
• Lead the full AI lifecycle (proof‑of‑concept to production), monitoring performance, retraining models and complying with Azure AI governance.
• Collaborate with architecture and data teams to build Azure‑native microservices and streaming data pipelines.
• Embed security, compliance and responsible AI principles into all solutions and document designs for reuse.

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 contact‑center solutions.
• Strong communication and stakeholder‑management abilities.

Required skills

• Azure OpenAI and LLM technologies
• Genesys Cloud platform
• API‑led integrations and microservices architecture
• Azure native services, data pipelines and streaming
• AI lifecycle management (AIOps/LLMOps) and governance