Architecture Lead - Cresta

Job Title: Architecture Lead – Cresta Platform

Location: Westchester, PA or Philadelphia, PA (Onsite)

Role Overview:

We are seeking a seasoned Architecture Lead with deep expertise in the Cresta platform to drive enterprise-level AI and customer engagement transformation. This role will focus on evaluating existing systems, defining future-state architecture, and enabling full utilization of Cresta’s capabilities across voice and digital channels.

Key Responsibilities:

• Conduct a comprehensive assessment of the current technology landscape, identifying architectural gaps, constraints, and blockers that may limit the effective deployment of Cresta capabilities.
• Develop a strong understanding of Cresta’s platform features and align them with business objectives, ensuring the architecture supports program goals, scalability, and delivery timelines.
• Analyze and map critical systems and workflows, particularly within telecom environments, including:
  • Voice and chat platforms
  • Data ecosystems for real-time contextual insights and analytics
  • AI-driven decisioning systems
  • Cross-platform integrations and APIs
• Lead end-to-end architecture efforts, including:
  • Defining architectural strategy
  • Producing detailed technical documentation
  • Performing gap analysis and remediation planning
• Collaborate with business and technical stakeholders to define a future-state architecture that incorporates industry best practices and aligns with enterprise AI transformation goals.
• Design and document robust data flows and system integration strategies, clearly identifying dependencies, risks, and mitigation approaches.
• Establish and articulate the target (“end-state”) architecture encompassing:
  • Enterprise AI platforms
  • Agent assist tools
  • Voice and chat ecosystems
  • Data and analytics platforms
• Translate identified gaps into well-defined platform and business requirements, ensuring alignment between technical solutions and business needs.

Required Skills & Experience:

• Proven experience as a Lead Architect or similar role in AI-driven customer engagement or contact center technologies
• Hands-on expertise with Cresta or similar AI-powered conversational platforms
• Strong understanding of telecom systems, contact center operations, and omnichannel communication platforms
• Experience with real-time data processing, analytics platforms, and AI/ML-based decisioning frameworks
• Deep knowledge of system integration patterns, APIs, and enterprise architecture frameworks
• Excellent stakeholder management and communication skills

Nice to Have:

• Experience working in large-scale digital transformation programs
• Familiarity with cloud platforms (AWS, Azure, or Google Cloud Platform)
• Exposure to customer experience (CX) optimization tools and strategies