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Title: AI Solution Architect - Conversational PlatformsLocation: Remote in USAThis hybrid Solution Architect role combines deep technical expertise in Conversational AI, Generative AI (GenAI), and Agentic AI with pre-sales consulting responsibilities. The position is responsible for designing and solutioning enterprise-grade contact center automation solutions, integrating CCaaS platforms, and leveraging advanced AI capabilities. The role also involves conducting discovery sessions, creating business cases, proposals, and supporting contract content creation.
Essential Functions/Core Responsibilities- Collaborate with Sales Representatives and Engineers to design tailored solutions through client discussions, RFP/RFI documentation, and solution requests.
- Partner with Professional Services leaders and teams to ensure robust and scalable solution designs.
- Develop solution strategies, including timelines, ROI models, and presentation materials for stakeholders.
- Identify and resolve issues affecting solution design, timelines, and resources.
- Participate in pricing strategy discussions with Sales and Finance and secure necessary approvals.
- Assess and escalate potential risks for solution components and collaborate on risk mitigation strategies.
- Contribute to scope of work documents and facilitate meetings to review pricing, staffing, timelines, and contracts.
- Perform research on customers, industries, and verticals to provide subject matter expertise and differentiate solutions.
- Assist Sales in securing resources for compliance with NDAs, Deal Reviews, Legal, and Security requirements.
- Continuously improve opportunity management processes for efficiency and effective messaging.
- Lead architecture and design for Conversational AI solutions, integrating Generative AI, Agentic AI, and CCaaS platforms.
- Define scalable, secure, and high-performance architectures for multi-channel conversational experiences (voice, chat, messaging).
- Architect solutions leveraging LLMs, AI orchestration frameworks, and agentic workflows for autonomous task execution.
- Ensure best practices in API design, microservices, cloud-native deployments, and DevOps.
- Lead integration strategies for CCaaS platforms (Genesys, Five9, Amazon Connect) with conversational AI systems.
- Collaborate closely with software engineering teams to deliver complex solutions and support development daily.
- Work in agile environments with stakeholders to refine requirements and execute using excellent engineering practices.
Candidate Profile- Bachelor's Degree in Computer Science, Engineering, or related field; or equivalent experience in solution architecture for AI-driven customer experience platforms.
- Minimum 8 years of experience in software engineering and at least 5 years in solution architecture for enterprise-scale applications.
- Hands-on experience implementing Generative AI solutions, including LLM-based architectures and AI agent frameworks such as LangChain or AutoGen.
- Experience with bots, self-service applications, IVR, messaging/chat (omni-channel), and CX best practices.
- Hands-on experience with REST APIs, microservices, Kubernetes, and cloud platforms (AWS, Azure, Google Cloud Platform).
- Proficiency in Node.js, Python, or Java; familiarity with React and MongoDB is a plus.
- Experience integrating CCaaS platforms (Genesys, Five9, Amazon Connect, etc.) is a plus.
- Excellent communication skills, both written and verbal, with ability to present to internal and external stakeholders.
- Proven ability to organize and prioritize projects in fast-paced environments.
- Strong customer service disposition, professionalism, and demonstrated business acumen.
The deadline to apply for this position is 02/16/2026The base salary range for this position is $106,087 - $150,000 , plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.
At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.
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