Director, Agentic AI

Your potential has a place here with TTEC’s award-winning employment experience. As a Director of Agentic AI working Hybrid in Denver, CO, you’ll be a part of bringing humanity to business. #experience

TTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all! 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…