Design scalable agent orchestration patterns: classification, routing, multi-channel orchestration, fallback handling, and human-in-the-loop escalation. * An enterprise-ready agent orchestration layer spanning channels like chat, voice, portal and CRM—integrated into Salesforce/Genesys landscapes. * Experience designing or product-owning agent-based interaction systems and orchestration logic (classification, routing, escalation, collaboration). * Experience with Salesforce (Agentforce), Genesys, or comparable CRM/contact-center ecosystems.
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