Solutions Architect - CCaaS/IVR

We are seeking an experienced Application/System Architect to design and lead the architecture of our next-generation conversational AI voice platform. This role will be pivotal in shaping how we modernize customer interactions, moving from legacy IVR to intelligent, natural language–driven experiences. The ideal candidate will have deep expertise in enterprise system design, contact center technologies, and AI/ML–enabled voice applications, with a proven ability to balance innovation, scalability, and resilience.

Role Responsibilities

As a Lead Application Architect, you will:

• Partner with Principal Solution Architect to define the end-to-end architecture for conversational AI voice solutions, including intent capture, caller identification, natural language processing, text-to-speech, and orchestration layers
• Ensure system designs align with enterprise standards for security, resiliency, performance, and compliance
• Lead architectural decision-making on cloud-native, microservices, and API-first frameworks
• Partner with product owners, engineers and conversational designers to ensure requirements translate into scalable designs
• Establish architectural guardrails, integration patterns, and documentation for engineering teams
• Conduct architecture reviews and maintain up-to-date end-to-end interaction flow documentation across customer-facing services

Key Responsibilities within GCD&C CX Technology

• Own the application-level architecture design for conversational voice experiences
• Define and maintain architectural blueprints and ensure alignment with Client’s enterprise architecture standards
• Collaborate across scrum teams and application architects to ensure seamless integration and solution consistency
• Participate in governance forums to review technical decisions, manage risk, and ensure compliance with Client’s policies

About You

Technical Expertise:

• Strong background in contact center platforms (CCaaS/IVR) and conversational AI/NLP technologies
• Proficiency with cloud platforms (ideally AWS) and modern architecture paradigms (microservices, APIs, event-driven design)
• Ability to communicate complex architectural concepts and trade-offs to executive, technical, and non-technical stakeholders
• Familiarity with speech recognition, text-to-speech, dialog orchestration and AI/ML pipelines
• Expertise in designing and guiding large-scale software programs using SAFe Agile methodologies
• Proficiency in leading software planning, estimation, and setting technical direction for distributed teams
• Skilled at reducing deployment complexity through standardization, automation, and ephemeral infrastructure design

Qualifications:

• 8+ years of hands-on architecture experience in designing voice-based enterprise applications
• Deep experience in application/system architecture, preferably within large-scale enterprise environments
• Proven track record of engineering leadership and delivering technology solutions in a fast-paced, global environment
• Strong organizational, interpersonal, and influencing skills, with a collaborative mindset
• Experience using customer and usability feedback to drive continuous product and platform improvements