Sr AI Architect – CX

Role Overview

We are looking to onboard an AI Architect for CX workloads to lead the design and implementation of enterprise-grade conversational, generative, and agentic AI solutions. This role is responsible for architecting scalable, secure, highly available chatbot, voicebot, IVR, and AI agent systems, integrating LLMs and enterprise platforms, and driving intelligent automation initiatives across Contact Center and Customer Experience (CX) environments.

The ideal candidate combines deep Conversational AI, Contact Center, Agentic AI, and enterprise architecture expertise with robust system design capabilities and a research-driven mindset to solve complex enterprise challenges. The candidate should have experience taking AI solutions from concept and prototype through production at enterprise scale, including modernization and migration of existing Contact Center ecosystems.

Key Responsibilities

Conversational AI & GenAI Architecture

● Design and architect enterprise conversational systems including chatbots, voicebots, IVR automation, AI agents,



and agent-assist solutions.

● Define conversational AI architecture standards including intent and interaction modeling, entity strategy, context management, fallback handling, escalation, human handoff, and multi-channel experiences.

● Lead implementation of GenAI and Agentic AI solutions using LLMs, Retrieval-Augmented Generation (RAG), tool calling, prompt orchestration, memory, multi-agent workflows, and autonomous/semi-autonomous agent patterns.

● Design production-grade agent architectures with appropriate guardrails, permission controls, human-in-the-loop mechanisms, tool governance, and failure-handling strategies.

● Establish prompt engineering best practices, response evaluation frameworks, AI safety guardrails, and continuous evaluation strategies.

● Drive continuous improvement of conversational and agent performance through analysis of historical conversations, customer behav

📌 Lead AI Experience Architect (Bengaluru)
🏢 Quantiphi
📍 Bengaluru