At a Glance
- Tasks: Lead the design of innovative IVR solutions using cutting-edge AI technologies.
- Company: Join a leading bank transforming customer experience with advanced tech.
- Benefits: Enjoy a hybrid work model, competitive pay, and long-term career growth.
- Other info: Immediate start preferred; strong focus on innovation and collaboration.
- Why this job: Make a real impact in banking by shaping the future of customer interactions.
- Qualifications: 12-18 years in enterprise architecture, especially in banking and AI.
The predicted salary is between 60000 - 80000 £ per year.
Location: London, UK – Hybrid (2 days onsite per week)
Contract Type: Long-Term Contract - Inside IR35
Overview
We are seeking an experienced Enterprise Architect (Onsite Lead) to support a strategic Agentic IVR transformation programme for a leading banking client on Google Cloud Platform (GCP). This role sits at the intersection of enterprise architecture, conversational AI, and customer experience transformation. It requires strong technical leadership alongside the ability to act as a trusted advisor to senior business and technology stakeholders within a regulated banking environment.
The successful candidate will lead the end-to-end architecture for next-generation Agentic IVR solutions, enabling intelligent, secure, and scalable customer interactions across multiple banking domains.
Key Responsibilities
- Act as the primary onsite architectural lead, engaging closely with banking stakeholders across business, operations, and IT functions.
- Lead the design and architecture of Agentic IVR and Conversational AI solutions on GCP, leveraging:
- Dialogflow CX
- CXAS / CCAI services
- Vertex AI (including LLMs, RAG, and agent frameworks)
- ADK and Apigee for orchestration and API management
- Translate business and CX objectives into scalable, secure, and compliant AI-driven conversational architectures.
- Define and drive CX transformation strategies focused on automation, containment, and improved customer journeys.
- Ensure seamless integration with core banking systems, CRM platforms, and CCaaS environments.
- Architect API-led integration layers enabling real-time and event-driven communication across enterprise systems.
- Establish and enforce architecture governance, including:
- Data privacy and protection
- Auditability and traceability
- AI explainability and model governance
- Regulatory compliance (GDPR, PCI-DSS, and banking standards)
- Oversee delivery teams to ensure architectural integrity, solution quality, performance, and resilience.
- Act as a key escalation and decision-making authority for architecture-related design challenges.
Required Skills & Experience
- Strong enterprise architecture background with 12–18+ years of experience
- Extensive experience in banking or financial services environments
- Deep expertise in Conversational AI / IVR / Contact Centre transformation programmes
- Strong hands-on experience with GCP architecture and services
- Proven experience in Agentic AI, RAG, and multi-agent orchestration patterns
- Strong understanding of API-led architecture and integration frameworks
- Demonstrated ability to operate in senior client-facing roles within complex programmes
- Excellent stakeholder management and influencing skills at executive level
Preferred Experience
- Experience with Tier-1 banks or large financial institutions
- Strong domain knowledge across retail banking, lending, payments, and customer servicing
- Exposure to CCaaS platforms such as:
- Google CXAS / CES
- NICE
- Amazon Connect
- Experience with AI governance, risk frameworks, and model validation approaches
- Familiarity with enterprise-scale digital transformation initiatives
Certifications
- Preferred certifications include:
- Google Cloud Professional Cloud Architect (Mandatory / Highly Preferred)
- Google Professional Machine Learning Engineer
- Conversational AI certifications (Dialogflow CX or equivalent)
- TOGAF or other Enterprise Architecture certifications
- Additional AI / Cloud governance certifications (desirable)
Additional Information
- Long-term programme engagement with strategic impact
- Hybrid working model – 2 days onsite in London
- Inside IR35
- Strong preference for candidates with immediate availability or short notice periods
Enterprise Architect Agentic IVR in London employer: Coltech
Join a leading banking client in London as an Enterprise Architect, where you will play a pivotal role in transforming customer experiences through innovative Agentic IVR solutions. Our hybrid work model promotes a balanced work-life environment, while our commitment to employee growth ensures you have access to continuous learning and development opportunities. With a focus on collaboration and technical excellence, we foster a culture that values your expertise and encourages impactful contributions to the future of banking.
