JD for the Delivery Lead – Contact Center Transformation & AI Enablement (U.S. Bank)
Role Summary
The Delivery Lead is responsible for leading large‑scale contact center transformation, stabilization, and innovation initiatives for U.S. Bank’s Amazon Connect–based cloud contact center platform. The role owns end‑to‑end delivery across multiple Lines of Business, encompassing IVR modernization, AI enablement, platform reliability, and governance‑driven production rollout in a highly regulated BFS environment.
This role operates within an offshore delivery model while partnering closely with U.S. Bank Enterprise Architecture, Contact Center Engineering, Risk, Compliance, and AWS teams to modernize, scale, and govern the enterprise contact center ecosystem.
Key Responsibilities: Contact Center Platform Delivery & Transformation
- Lead end‑to‑end solution delivery for Amazon Connect across multiple U.S. Bank contact center programs, supporting thousands of agents across onshore and offshore locations.
- Deliver IVR modernization initiatives, conversational AI solutions, Agent Assist capabilities, and platform reliability enhancements aligned to enterprise standards.
- Own execution of complex platform enhancements and migrations, including IVR redesign, Amazon Lex V2 conversational bots, Lambda‑based orchestration, application chaining, fraud detection integrations (e.g., Pindrop), voice analytics, and multilingual enablement.
AI Enablement & Controlled Adoption
- Drive adoption of advanced AI capabilities, including Generative AI IVR, Agent Assist, speech recognition optimization, and Agentic AI experimentation.
- Implement controlled rollout models enabling AI capabilities to be turned ON/OFF by use case and Line of Business, ensuring innovation without disrupting core Amazon Connect operations.
- Ensure AI adoption aligns with BFS regulatory expectations, enterprise risk posture, and audit requirements.
Governance, Risk & Compliance
- Establish and operationalize governance‑driven delivery models aligned to the Three Lines of Defense, incorporating:
- Architecture and security reviews
- Risk and compliance gates
- Environment Readiness & Production Readiness Reviews (PRR)
- Audit‑ready documentation and evidence packs
- Ensure all AI and platform changes meet internal controls, regulatory expectations, and enterprise approval processes prior to production deployment.
Innovation & Continuous Improvement
- Manage the delivery of the U.S. Bank Contact Center Innovation Lab, defining intake, prioritization, and execution models for continuous improvement initiatives
- Proof‑of‑concepts and pilots with AWS and internal stakeholders
- Convert innovation initiatives into production‑ready capabilities through disciplined governance and delivery frameworks.
Delivery management on the ongoing - Operational Excellence & Platform Reliability
- Oversee 24x7 production support, SRE, and BAU operations, including:
- Incident and problem management
- Reliability engineering and monitoring
- Automation and operational tooling
- Structured enhancement delivery
- Balance ongoing platform stability with continuous modernization and innovation initiatives.
Stakeholder & Vendor Management
- Act as the primary delivery interface between U.S. Bank, Cognizant, and AWS, coordinating multi‑vendor teams and balancing delivery velocity with compliance, security, and architectural standards.
- Provide executive‑level updates, roadmap recommendations, risk assessments, and outcome‑based reporting to U.S. Bank leadership and internal stakeholders.
Required Qualifications
- Minimum 15+ years of experience in contact center technology delivery within Banking & Financial Services (BFS) environments
- Deep expertise in Amazon Connect, including IVR design, Lex bots, Lambda orchestration, integrations, and analytics
- Strong understanding of AI‑enabled contact center solutions (Conversational AI, GenAI IVR, Agent Assist, Speech Analytics)
- Proven experience operating within regulated environments, including governance, risk, compliance, and audit alignment
- Experience leading large offshore and distributed delivery teams
- Strong stakeholder management and executive communication skills
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.