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
コグニザントのコミュニティ：
私たちは、互いを尊重し支え合う優秀な人材の集まりです。社員一人ひとりが成長し、力を発揮できるよう、エネルギッシュで協力的かつインクルーシブな職場環境を大切にしています。
- コグニザントは、世界中に30万人以上のアソシエイトを擁するグローバルコミュニティです。
- 私たちは、より良い方法を夢見るだけでなく、それを実現します。
- 人、クライアント、企業、地域社会、そして環境に対して、常に「正しいこと」を行うことで責任を果たします。
- あなたにとって最適なキャリアパスを築くことができる、革新的な環境を提供します。
私たちについて：
コグニザント（NASDAQ: CTSH）は、AI builderおよびテクノロジーサービスプロバイダとして、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com をご覧ください。
コグニザントは機会均等を重視する雇用主です。応募者および候補者は、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、または連邦、州、地方の法律で保護されているその他の特性に基づいて差別されることはありません。
免責事項：
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現住所または政府発行の身分証明書の提示が必要となる場合があります。