Solutions Leader - AI for CONTACT CENTER

A solutions leader with hands-on experience transforming contact centers using applied AI — ML, GenAI, Agentic AI, NLP and Conversational AI.

Must have shaped AI-led customer support transformation end to end: use-case discovery, solution architecture, agent orchestration and deployment across CCaaS ecosystems. A core member of Wipro's AI Cross Industry Solutions practice, combining architectural acumen with commercial awareness — able to translate AHT, FCR, TAT, containment and cost-to-serve pain points into agentic interventions with a credible ROI case.

Key Responsibilities:

· Grow the AI pipeline across SMUs with sales and pre-sales leads, shaping proactive agentic AI and GenAI propositions.

· Own technical solution development across voice, chat, email and back office — agent-assist, autonomous resolution, knowledge grounding and interaction analytics — to a demonstrable, client-facing standard. Coding not required; architectural judgement is.

· Lead AI RFP/RFI responses: solution definition, architecture, volumetrics-based sizing, benefit case and differentiation.

· Design target-state architectures integrating AI and orchestration layers with CCaaS, CRM and enterprise systems, with attention to scalability, cost-performance and responsible-AI governance.

· Co-design with hyperscaler and platform partners; benchmark the offering against the competitive landscape.

Required:

· Proven delivery of ML, GenAI, Agentic AI or Conversational AI solutions, with specific exposure to contact center transformation.

· Hands-on familiarity with contact center AI platforms and frameworks — for example Google Customer Engagement Suite / CCaaS (GECX), CX Agent Studio, Amazon Lex and Amazon Connect, Genesys, NICE, Microsoft Copilot Studio — and how they fit an agentic target state.

· Ability to define interventions that are high-performance, low-cost and scalable, and to articulate the business case to senior stakeholders.

· B.Tech with relevant professional certifications.

· Strong planning, communication and stakeholder management, including CXO-level engagement.

· Proven ability to prioritize across competing demands.

Highly Desirable:

· Enterprise-scale delivery of Conversational AI, GenAI and agentic architectures.

· Experience with multi-agent orchestration, RAG / knowledge-grounded assistants and autonomous resolution flows.