Voice AI Lead Architect (Data Architecture)

Voice AI Lead Architect (Data Architecture) – Banking

About the Role

We are looking for an experienced Voice AI Lead Architect with deep expertise in Data Architecture to lead the design and delivery of next-generation Voice and Agentic AI solutions for a major banking client on Google Cloud Platform (GCP). This is a strategic leadership role combining conversational AI, enterprise data architecture, and customer experience transformation. You will act as a trusted advisor to senior banking stakeholders, helping shape intelligent, data-driven IVR and contact centre solutions at enterprise scale.

Key Responsibilities

• Lead the onsite Voice AI and Data Architecture engagement, partnering with business, data, and technology stakeholders across the bank
• Design and implement enterprise-grade Voice AI and Agentic IVR solutions using: Google CES/CXAS Dialogflow CX / CCAI Vertex AI (LLMs, RAG, agent frameworks)
• Define and deliver scalable data architectures for Voice AI platforms, including: Real-time and batch conversation data pipelines Integration with BigQuery, data lakes, and enterprise analytics platforms Customer 360 and contextual data enablement
• Build Retrieval-Augmented Generation (RAG) knowledge systems leveraging structured and unstructured banking data
• Architect intelligent decisioning capabilities for voice agents, including: Personalization Next-best-action recommendations Fraud detection signal integration
• Integrate Voice AI platforms with core banking systems, CRM platforms, and analytics ecosystems
• Establish data governance, lineage, quality, security, and compliance frameworks aligned to GDPR and PCI-DSS
• Drive conversation analytics, observability, monitoring, and continuous AI optimisation through feedback loops
• Provide technical leadership, architecture governance, and best practice guidance across Voice AI and data initiatives

Required Skills & Experience

• Strong expertise in Voice AI / Conversational AI architecture
• Deep understanding of enterprise Data Architecture, including: Data lakes Streaming and event-driven architectures Data pipelines Analytics platforms
• Hands-on experience with the GCP data ecosystem: BigQuery Pub/Sub Dataflow Cloud Storage
• Strong knowledge of: RAG architectures Embeddings Knowledge retrieval frameworks LLM-powered agent systems
• Excellent stakeholder management and consulting capabilities
• Experience working within regulated financial services environments

Experience Required

• 12–18+ years of architecture experience across AI, data, and enterprise platforms
• Proven delivery experience in Voice AI, IVR, Contact Centre, or Customer Experience transformation programmes
• Hands-on experience designing enterprise-scale data platforms in banking or financial services
• Demonstrated success delivering data-driven CX transformation initiatives
• Experience engaging with senior technology and business stakeholders

Preferred Qualifications

• Experience with Customer 360 platforms, behavioural analytics, and real-time personalization
• Exposure to multi-agent AI architectures and tool invocation frameworks
• Experience with CCaaS platforms such as: Google CES/CXAS Genesys NICE Amazon Connect
• Strong understanding of: AI/ML lifecycle management MLOps Data governance
• Previous experience working with Tier-1 banks or large financial institutions

Certifications

• Preferred certifications include: Google Cloud Professional Data Engineer Google Professional Cloud Architect Google Machine Learning Engineer Dialogflow CX or equivalent Conversational AI certifications TOGAF or Enterprise Architecture certifications
• Additional data certifications such as: CDMP Databricks Snowflake