Design scalable agent orchestration patterns: classification, routing, multi-channel orchestration, fallback handling, and human-in-the-loop escalation. * Partner closely with Engineering, Architecture, Security, Data and business stakeholders to move from pilots → production → scale. * An enterprise-ready agent orchestration layer spanning channels like chat, voice, portal and CRM—integrated into Salesforce/Genesys landscapes. * A practical evaluation and rollout playbook with KPIs and governance, enabling global adoption without sacrificing security or reliability. * Experience designing or product-owning agent-based interaction systems and orchestration logic (classification, routing, escalation, collaboration). * Strong enterprise architecture understanding: API-driven and event-driven landscapes, scalable solution design, security-by-design with focus on Salesforce and Azure environments.
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