Description

Enterprise Architect (Onsite Lead) – Agentic IVR (Banking)

Role Summary

We are seeking an experienced Enterprise Architect – Onsite Lead to drive a strategic Agentic IVR transformation program for a leading banking client on GCP. This role combines deep architectural expertise with strong customer relationship management, acting as a trusted advisor to senior business and technology stakeholders.

Key Responsibilities

• Serve as the primary onsite liaison for banking stakeholders, building strong, trust-based relationships across business, operations, and IT.
  
• Lead Agentic IVR architecture design using GCP (CXAS, Dialogflow CX, ADK, Vertex AI, Apigee) for banking use cases such as customer servicing, fraud checks, payments, and loan inquiries.
  
• Translate business goals into secure, compliant, and scalable AI-driven conversational solutions.
  
• Drive CX transformation and automation strategy aligned with regulatory requirements.
  
• Ensure seamless integration with core banking systems, and CCaaS platforms.
  
• Establish governance, compliance, and AI guardrails (data privacy, auditability, explainability).
  
• Oversee delivery teams ensuring quality, performance, and resilience.
  

Key Skills

• Strong banking domain expertise (retail, lending, payments, contact center)
  
• Expertise in Conversational AI / IVR and GCP architecture
  
• Knowledge of Agentic AI, RAG, and API-led integrations
  
• Exceptional stakeholder engagement and influencing skills
  

Experience

• 12–18+ years in enterprise architecture / solution design
  
• Proven experience in onsite client-facing roles in banking programs
  
• Hands-on delivery of IVR / Contact Center / Conversational AI transformations
  
• Experience with large-scale digital transformation in regulated environments
  
• Track record of engaging executive stakeholders and driving CX initiatives
  

Preferred Qualifications

• Experience working with Tier-1 banks or financial institutions
  
• Strong understanding of banking regulations (e.g., data privacy, PCI-DSS, GDPR equivalents)
  
• Exposure to CCaaS platforms (Google CXAS/CES, Genesys, NICE, Amazon Connect)
  
• Experience in multi-agent orchestration / agentic frameworks
  
• Familiarity with AI governance, risk management, and model validation frameworks
  

Certifications

• Google Cloud Professional Architect (Mandatory/Preferred)
  
• Google Professional Machine Learning Engineer
  
• Certifications in Conversational AI platforms (Google CES, Dialogflow CX or equivalent)
  
• TOGAF / Enterprise Architecture certifications