Role: Conversational AI Architect with Contact Center & CX
Location: Atlanta, GA (Hybrid)
Visas Look for: and total openings 2 Positions
Role Overview
- We are seeking an experienced Conversational AI Architect (10 years plus experience) to design and lead enterprise-scale conversational AI and contact-center solutions across voice and digital channels.
- The ideal candidate combines strong Contact Center / CCaaS architecture expertise with hands-on knowledge of Conversational AI, Generative AI, IVR, voice bots, chatbots, agent-assist solutions, and customer experience automation.
- This individual should have deep experience with platforms such as NiCE CXone, Genesys Cloud CX and/or Amazon Connect, along with strong knowledge of Cyara for automated testing, validation, performance testing, and customer journey assurance.
- The architect will work with business, CX, engineering, cloud, security, data, and operations teams to modernize traditional contact-center environments and implement scalable AI-powered customer experiences.
Key Responsibilities
Conversational AI & CX Architecture
- Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels.
- Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human-agent escalation.
- Translate customer-service requirements into scalable conversational AI architectures.
- Define patterns for intent recognition, conversation orchestration, context management, knowledge retrieval and transaction execution.
- Architect seamless handoffs between AI/virtual agents and live contact-center agents while preserving customer and conversation context.
- Establish reusable architecture patterns and standards for enterprise conversational AI.
Contact Center / CCaaS Architecture
Provide architecture leadership across one or more major contact-center platforms:
- NiCE CXone
- Genesys Cloud CX
- Amazon Connect
Understand enterprise capabilities including:
- IVR and call flows
- ACD and intelligent routing
- Skills-based routing
- Omnichannel routing
- CTI
- Agent desktop
- Workforce engagement
- Call recording
- Contact-center analytics
- Speech analytics
- Real-time agent assistance
- Outbound engagement
- Reporting and operational monitoring
Evaluate existing legacy contact-center environments and develop modernization and migration strategies toward cloud-based CCaaS and AI-enabled architectures.
Conversational & Generative AI
Design solutions leveraging technologies such as:
- Natural Language Understanding (NLU)
- Automatic Speech Recognition (ASR/STT)
- Text-to-Speech (TTS)
- Intent classification and entity extraction
- Conversational orchestration
- Generative AI and Large Language Models
- Retrieval-Augmented Generation (RAG)
- Enterprise knowledge bases
- AI Agent / Agentic AI architectures
- Prompt management and guardrails
- Conversation memory and context
- AI-based call summarization
- Agent Assist / Copilot
- Sentiment and conversation analytics
Experience with technologies such as Amazon Lex, Amazon Bedrock, AWS AI services, Google Dialogflow, Azure AI, OpenAI or similar platforms is highly desirable.
AWS & Cloud Architecture
Strong understanding of AWS services commonly used in contact-center
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