JPMorgan JP Morgan Wealth Management – Private Client Advisor - Portland 

United States, Oregon, Portland 

185813553

Job responsibilities

• Defines and execute the technology strategy for self-service, IVR, and agentic AI, aligned with customer experience goals and contact center transformation initiatives.
• Leads end-to-end implementation of IVR, voicebot, and autonomous agentic flows—from design and integration to CCaaS migration and continuous optimization
• Designs AI-driven call flows and automation that reduce agent transfers, improve call containment, and dynamically adapt to user intent in real time.
• Integrates agentic AI frameworks that can reason, take actions on behalf of customers, and complete multi-step tasks across systems.
• Leverages NLP/NLU and contextual awareness to create intelligent, conversational self-service journeys across channels.
• Partners with customer experience and operations teams to streamline customer journeys, reduce friction, and improve self-resolution rates.
• Drives DevOps maturity and agile delivery across engineering teams to accelerate innovation and ensure high-quality platform releases.
• Ensures compliance with industry standards and privacy regulations, collaborating with legal and risk teams as needed.
• Builds scalable, resilient architectures that support high-volume, mission-critical IVR and AI flows with robust monitoring and disaster recovery capabilities.
• Mentors engineering leaders and foster a culture of excellence, experimentation, and customer obsession.
• Evaluates and adopt emerging technologies, including agentic AI, to future-proof the self-service ecosystem.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 10+ years applied experience. In addition, 5+ years of experience leading technologists to manage, anticipate and solve complex technical items within your domain of expertise
• Strong leadership focused on self-service, IVR, conversational AI, or contact center platforms in regulated environments.
• Proven experience with CCaaS migrations, IVR modernization, and deploying agentic or autonomous AI flows at scale.
• Deep knowledge of speech recognition, NLU/NLP, call routing, and telephony infrastructure.
• Familiarity with agentic AI frameworks, autonomous orchestration tools, and AI workflow governance.
• Strong understanding of regulatory compliance for voice and digital interactions, customer privacy, and identity verification.
• Demonstrated ability to lead cross-functional teams, drive digital transformation, and deliver measurable business outcomes.

Preferred qualifications, capabilities, and skills

• Experienced leader in enterprise-scale IVR and self-service automation programs, with a focus on outbound containment and AI orchestration.
• Skilled in managing complex portfolios involving AI agents, task-based orchestration, and intelligent routing logic.
• Advanced in voice and digital analytics, AI-driven personalization, real-time decisioning, and proactive service delivery.