Voice AI Lead Architect Data Architecture - Manchester

Requirements

• 12-18 years of experience in architecture with a focus on data and AI platforms.
• Strong expertise in Voice AI / Conversational AI architecture.
• Deep knowledge of Data Architecture, including data lakes, pipelines, streaming, and analytics.
• Experience with the GCP data stack, including Big Query, Pub/Sub, Dataflow, and Cloud Storage.
• Understanding of RAG, embeddings, and knowledge retrieval frameworks.
• Strong stakeholder engagement and consulting skills.
• Proven experience in Voice AI / IVR / Contact Center transformation programs.
• Hands‑on experience designing enterprise data platforms in banking.
• Experience working in regulated financial environments.
• Track record of driving data‑driven customer experience transformation initiatives.
• Experience with Customer 360, real‑time personalization, and behavioral analytics.
• Exposure to multi‑agent AI architectures and tool invocation frameworks.
• Experience with CCaa S platforms such as Google CES/CXAS, Genesys, NICE, or Amazon Connect.
• Strong understanding of AI/ML lifecycle, MLOps, and data governance.
• Experience working with Tier‑1 banks or large financial institutions.
• Hold or working toward certifications such as Google Cloud Professional Data Engineer, Google Professional Cloud Architect, Google Machine Learning Engineer, Dialogflow CX or equivalent Conversational AI certification, TOGAF / Enterprise Architecture, or data certifications such as CDMP, Databricks, or Snowflake.

Responsibilities

• Act as the onsite Voice AI and Data Architecture lead and build strong relationships with banking stakeholders across business, data, and IT teams.
• Design and deliver Voice AI / Agentic IVR solutions leveraging Google CES/CXAS, Dialogflow CX / CCAI, Vertex AI, LLMs, RAG, and agent frameworks.
• Define and implement enterprise data architecture for Voice AI, including conversation data pipelines in real time and batch.
• Integrate Voice AI solutions with data lakes and warehouses such as Big Query.
• Enable Customer 360 and contextual data capabilities.
• Build RAG‑based knowledge systems that integrate structured and unstructured banking data.
• Architect data‑driven decisioning for voice agents, including personalization, next‑best action, and fraud detection signals.
• Ensure integration with core banking, CRM, and analytics platforms.
• Establish data governance, lineage, quality, and compliance frameworks aligned to GDPR and PCI‑DSS.
• Drive conversation analytics, observability, and feedback loops to continuously improve AI performance.

Technologies

• AI
• Architect
• Big Query
• Cloud
• CRM
• Databricks
• GCP
• Genesys
• Machine Learning
• Snowflake
• TOGAF

About the role

We are seeking a seasoned Voice AI Lead Architect with strong Data Architecture expertise to lead the design and implementation of next‑generation Voice/Agentic AI solutions for a leading banking client on GCP.

This role combines conversational AI, data strategy, and customer engagement, and positions us as a trusted advisor driving intelligent, data‑driven IVR transformation in a regulated financial environment.

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