Contact Center AI Architect-4

Job Type: Contract

Job Category: IT

Job Description

Job Title: Contact Center AI Architect

Job Summary:

• Lead design solutions/solution blue prints, artifacts/ hands on code involving Conversational AI, IVR systems, chatbot/web chat solutions, and cloud-native web applications.
• Collaborate with technology leads/developers, business SMEs, UX designers, and technology stakeholders to define technical deliveries Drive integration of Voice and Web-based channels with back-end systems, APIs and analytics platforms.
• Coordinate with Cloud infrastructure teams (AWS, Azure, or GCP) to ensure scalable, secure, and high-performance deployments.
• Lead/design/architecting API integrations between internal platforms, external systems, and cloud services. Collaborate with development, infrastructure, and product teams to gather integration requirements and translate them into scalable technical solutions.

Key Skills & Experience:

• 
  8+ years of hands on technical experience in Contact Center & CX platforms Proven experience delivering IVR, web chat, and AI-powered virtual assistant solutions.
• Solid technical understanding of cloud platforms (AWS/Azure/GCP), APIs, CI/CD, web technologies, and DevOps practices.
• Strong organizational and stakeholder management skills across technical and non-technical teams. Experience with Agile/Scrum or SAFe frameworks and tools (e.g., Jira, Confluence, Azure DevOps). Excellent communication, leadership, and documentation abilities.
• Knowledge of APIs, JSON, XML, and OAuth Experience with language: Node.js, Python Familiarity with CI/CD pipelines/DevOps and version control tools like Git.
• Knowledge of customer journey mapping, persona design, and voice UX best practices. Familiarity with compliance standards (e.g., GDPR, HIPAA, PCI-DSS) in cloud and CX solutions.

Nice to have:

• 
  Knowledge of NLP/NLU, LLMs, or Generative AI frameworks (e.g., OpenAI, Google Vertex AI, Amazon Bedrock).
• Experience in Conversational AI domains.
• Experience in AI/ML-based initiative rollouts (chat/voice bots), including data preparation, prompt design, testing, and feedback loops.

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Required Skills