R&D Technical Manager – Conversational AI & Contact Center Solutions - Onsite - Any Infosys Office

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Title                                : R&D Technical Manager – Conversational AI & Contact Center Solutions

R&D Technical Manager – Contact Center & AI Solutions

· Lead technical strategy, innovation programs, and R&D initiatives focused on Conversational AI, Contact Center Technologies, Customer Experience (CX), and Cloud Modernization.

· Drive proof-of-concepts, accelerators, and solution development for Google CCAI, Virtual Agents, Self-Service Automation, and AI-driven customer engagement platforms.

· Manage and mentor onshore and offshore engineering and R&D teams, fostering a culture of innovation, technical excellence, and continuous learning.

· Define technology roadmaps, evaluate emerging technologies, and align R&D investments with business objectives and customer needs.

· Collaborate with business leaders, product owners, architects, and customers to transform market opportunities into scalable technology solutions.

· Provide technical leadership for cloud-native architectures leveraging Google Cloud Platform, CCAI, Microservices, Java, Spring Boot, APIs, and enterprise integration frameworks.

· Oversee end-to-end program execution, including solution design, effort estimation, sprint planning, risk management, and delivery governance.

· Establish engineering best practices, DevSecOps standards, CI/CD processes, quality frameworks, and operational readiness to improve scalability and reliability.

· Research, evaluate, and adopt emerging AI, automation, and customer experience technologies to enhance innovation and operational efficiency.

· Serve as a trusted advisor to stakeholders and executives, providing technical guidance, vendor management, strategic recommendations, and proactive communication to ensure successful program outcomes.

· 12+ years of experience in Contact Center technologies, software engineering, and enterprise solution delivery, with exposure to R&D and innovation programs.

· Strong expertise in Google CCAI, Conversational AI, Contact Center Platforms, Cloud Technologies, and Customer Experience solutions.

· Hands-on experience with Google Cloud Platform, Microservices, Java, Spring Boot, APIs, Integration Frameworks, and modern cloud-native architectures.

· Proven experience leading technical teams, innovation initiatives, architecture reviews, and large-scale enterprise transformation programs.

· Strong stakeholder management, executive communication, strategic planning, and cross-functional leadership skills.

· Experience driving technology innovation, proof-of-concepts, and product acceleration from ideation through implementation.