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What You'll be Doing:
TTEC's AI & Intelligence pillar is the fastest-moving part of the App Delivery & Automation organization. It spans conversational AI bots deployed across Microsoft Teams, multi-step agentic applications built on Google ADK and the Anthropic Claude API, and the GenAI prototypes that define what the organization builds next. This pillar needs a leader who can do two things simultaneously: ship production AI systems reliably, and think architecturally about how those systems should be designed.
The Director of Agentic AI is that leader. This role carries full delivery ownership for the AI & Intelligence pillar — responsible for the engineers, the roadmap, the quality of what ships, and the relationships with internal stakeholders across TTEC's operations and BPO environment. At the same time, this role carries meaningful architectural authority: setting the design standards for how agentic systems are built, how platforms are integrated, and how AI governance is applied to this pillar's work.
This is not a choose-one role. The best candidate for this position leads a team and architects systems — and understands that in a fast-moving AI organization, those two responsibilities are inseparable. You report directly to the VP of App Delivery & Automation and work in close partnership with the AI Architect and the Director of Automation.
During a Typical Day You'll:
Pillar delivery & team leadership
- Own the end-to-end delivery of the AI & Intelligence pillar — including Conversational AI (Copilot Studio bots, Teams integrations), Agentic AI (Google ADK applications), and GenAI Innovation (rapid prototyping, emerging capability evaluation)
- Lead, mentor, and grow a team of AI Engineers across the three sub-teams — setting engineering standards, running delivery ceremonies, and building a culture of rigorous, AI-first development
- Own the pillar roadmap: translating organizational priorities and internal stakeholder needs into a sequenced, resourced delivery plan with clear outcomes and milestones
- Drive adoption and quality of AI systems across TTEC operations — ensuring that what ships is reliable, governable, and genuinely useful to the people and processes it serves
Agentic AI architecture & design
- Define and enforce the architectural patterns used to build agentic AI applications across the pillar — including agent orchestration with Google ADK, tool and MCP server design, memory and context management, and multi-agent coordination
- Set standards for how the pillar integrates with TTEC's multi-model AI ecosystem — Anthropic Claude, Google Gemini/Vertex AI, and Microsoft Copilot Studio — making principled decisions about platform selection and integration boundaries
- Design the interfaces between the AI & Intelligence pillar and the Automation pillar — defining where deterministic RPA/Power Automate workflows hand off to probabilistic AI agents, and ensuring those boundaries are well-governed
- Own the pillar's approach to AI evaluation: designing eval frameworks, establishing quality gates, and ensuring that production monitoring is in place before systems go live
AI governance & responsible deployment
- Serve as the pillar's voice in TTEC's AI governance process (ARB/SRB/RAIC intake) — ensuring all agentic and conversational AI systems are reviewed at the appropriate risk tier before deployment
- Establish and maintain responsible AI design standards for the pillar: hallucination mitigation strategies, output filtering, human-in-the-loop patterns, and escalation design for contact center and BPO environments
- Partner with the AI Architect to ensure the pillar's architectural decisions stay consistent with the broader organizational AI architecture — contributing to, and drawing from, shared standards
Innovation & emerging technology
- Lead the GenAI Innovation sub-team — maintaining a dedicated prototyping capacity that evaluates new models, frameworks, and patterns before they are needed in production
- Continuously evaluate the evolving agentic AI landscape (Google ADK updates, new MCP capabilities, model releases from Anthropic and Google) and translate findings into roadmap decisions
- Contribute to TTEC's AI Agent Hub: the centralized employee platform for discovering and launching AI agents across Microsoft, Google, and Anthropic tooling
What You Bring to the Role:
- 10+ years of software engineering and technical leadership experience, with at least 4 years leading teams that build AI/ML systems, LLM applications, or intelligent automation in production
- Deep, hands-on technical expertise in agentic AI — you have personally designed and built multi-step agentic workflows, not just managed teams that did
- Demonstrated experience with large language model APIs (Anthropic Claude, Google Gemini, OpenAI, or equivalent) including prompt architecture, function calling, tool use, and production evaluation
- Strong working knowledge of Model Context Protocol (MCP) — including designing MCP servers, exposing enterprise systems as tools, and integrating MCP into agent orchestration layers
- Experience making architectural decisions across multiple AI platforms simultaneously — understanding the tradeoffs between platforms and applying them to real delivery constraints
- Proven ability to lead and develop engineering teams: setting direction, growing individual contributors, and maintaining delivery momentum without sacrificing quality
- Strong communication skills with senior leadership and non-technical stakeholders — able to translate complex AI system design into business terms and organizational decisions
Preferred experience
- Hands-on experience with Google Agent Development Kit (ADK), LangGraph, CrewAI, or comparable multi-agent orchestration frameworks
- Experience building bots or virtual agents in Microsoft Copilot Studio deployed in enterprise Microsoft Teams environments
- Familiarity with AI governance frameworks: risk tiering, responsible AI design patterns, human-in-the-loop architecture, and enterprise review processes
- Experience in BPO, contact center, or enterprise SaaS environments — understanding the operational and compliance constraints of high-volume AI deployments
- Exposure to RPA platforms (Power Automate, UiPath) and experience defining the architectural handoff between deterministic automation and agentic AI
- Experience with Azure AI services and Google Vertex AI, including the integration patterns that connect these platforms to enterprise identity and data systems
- Prior experience as a technical architect, principal engineer, or in a role that combined delivery leadership with architectural authority
What You Can Expect:
- An annual incentive program
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
- Tuition reimbursement and access to thousands of free online courses
Visit TTEC Benefits for U.S. Employees | TTEC for more information.
The anticipated range is $170,000-180,000 USD. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.