Agentic AI Architect / Lead Conversational AI Architect

Job Description

Position: Agentic AI Architect / Lead Conversational AI Architect

Location – Charlotte, NC (Onsite)

Summary

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Client needs a hands-on Agentic AI Architect / Lead Conversational AI Architect

Key Responsibiliti

e

s Conversational & Agent Architectu

• reDesign end-to-end customer retention conversational journeys using Google CXAS and Dialogflow C
• X.Define agent behavior, conversation states, context management, memory strategies, and reusable design pattern
• s.Architect AI-driven retention workflows that identify customer intent, dissatisfaction signals, and disconnect risk
• s.Build scalable and reusable conversation components across retention use case

s.Agentic AI Desi

• gnDesign agentic workflows that can reason, retrieve information, recommend actions, and execute retention strategie
• s.Define orchestration patterns between conversational agents, business rules, and backend system
• s.Design context-aware decisioning for personalized customer interaction

s.Retention & Churn Manageme

• ntCreate disconnect-reason detection framework
• s.Design churn prediction and retention intervention flow
• s.Build promotional offer recommendation strategies based on customer profile, tenure, usage, and eligibilit
• y.Define customer save strategies and retention playbook

s.Guardrails & Escalation Manageme

• ntDesign conversational guardrails, compliance controls, and risk mitigation mechanism
• s.Define human-agent handoff and escalation protocol
• s.Establish fallback handling, confidence thresholds, and exception management pattern
• s.Ensure regulatory and telecom compliance requirements are addresse

d.Quality Engineering & Governan

• ceDefine conversation quality metrics and evaluation framework
• s.Establish testing methodologies, validation processes, and continuous improvement mechanism
• s.Design monitoring dashboards and quality controls for production environment
• s.Develop reusable configuration standards and governance model

s.Integration & Solution Architectu

• reArchitect integrations with telecom CRM, billing, customer profile, offer management, and vendor-managed business system
• s.Collaborate with engineering teams on API, middleware, and GCP-based integration
• s.Ensure scalability, security, and operational readiness of the solutio

n.Stakeholder Manageme

• ntWork closely with onsite Business Analysts and business stakeholders to translate requirements into conversational solution
• s.Lead offshore conversational AI and implementation team
• s.Conduct architecture reviews and provide technical leadership throughout deliver

y

. Required Skil

l

s Primary Skil

• lsGoogle CXAS (Customer Experience Application Suit
• e)Google Contact Center AI (CCA
• I)Dialogflow
• CXAgent Assi
• stConversational AI Architectu
• reAgentic AI Design Patter
• nsPrompt Engineeri
• ngContext Engineeri
• ngConversation Desi
• gnGuardrail & Escalation Framework Desi
• gnTelecom Customer Retention & Churn Manageme

ntSecondary Skil

• lsSolution Architectu
• reGCP Servic
• esAPI & System Integrati
• onQuality Assurance Frameworks for Conversational
• AIBusiness Analysis Collaborati
• onCustomer Journey Desi
• gnCRM/Billing Platform Integratio
• nsVendor System Integrati

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