Role: Senior CX & Payments Technology Architect

Location: Chicago, IL

Must be local - with experience in contact center and CX platforms,

Overview

We are seeking a senior-level engineer/architect to lead the design and delivery of digital payment solutions and conversational AI experiences across mobile and web channels. This role will focus on payments integration, chatbot/web chat platforms, and cloud-native APIs, partnering closely with product, UX, cloud, and third-party vendors to deliver scalable, secure customer experiences.

The ideal candidate brings strong hands-on technical depth, experience with contact center and CX platforms, and the ability to lead solutions from design through deployment.

Key Responsibilities

Lead solution design, architecture, and hands-on development for Conversational AI, chatbot/web chat, and cloud-native web applications
Design and integrate digital payment solutions across mobile and web channels, including in-app, web, SMS/RCS, and Apple Business Chat
Build and manage APIs and interfaces supporting multiple payment gateways and third-party providers
Drive end-to-end program planning from build through deployment, coordinating with third-party vendors and tracking dependencies and delivery milestones
Integrate voice and web-based channels with backend systems, APIs, analytics, and payment platforms
Collaborate with UX designers, product owners, business SMEs, and engineering teams to define and deliver technical solutions
Lead and architect API integrations between internal platforms, external systems, and cloud services
Partner with cloud infrastructure teams (AWS, Azure, or Google Cloud Platform) to ensure secure, scalable, high-performance deployments
Ensure best practices for responsive design, cross-browser compatibility, SEO, and performance optimization
Provide technical leadership, documentation, and guidance on industry standards, governance, and emerging technologies
Support Agile/Scrum delivery, working closely with QA to ensure high-quality production releases

Required Skills & Experience

8+ years of hands-on technical experience in Contact Center, CX, or Digital Channel platforms
Proven experience delivering IVR, web chat, chatbot, and AI-powered virtual assistant solutions
Strong experience building payment solutions across mobile and web platforms
Experience integrating multiple payment gateways and managing secure payment workflows
Solid understanding of cloud platforms (AWS, Azure, or Google Cloud Platform), APIs, CI/CD, and DevOps practices
Strong API expertise including REST, JSON, XML, OAuth
Proficiency with Node.js and/or Python
Experience working in Agile/Scrum or SAFe environments (Jira, Confluence, Azure DevOps)
Strong stakeholder management, communication, and documentation skills
Understanding of customer journey mapping, persona design, and voice/UX best practices
Familiarity with compliance standards such as PCI-DSS, GDPR, and HIPAA

Nice to Have

Experience with Netomi and/or LivePerson SaaS platforms
Knowledge of Conversational AI and CX platforms
Exposure to NLP/NLU, LLMs, or Generative AI frameworks (OpenAI, Google Vertex AI, Amazon Bedrock)
Experience leading AI/ML-based chatbot or voice bot rollouts, including prompt design, testing, and feedback loops

Technical Environment

Web Technologies: HTML5, CSS3, JavaScript, modern JS frameworks (Angular, jQuery, Bootstrap, Foundation)
APIs & Integration: REST APIs, AJAX, JSON, XML, MVC frameworks
Cloud & DevOps: AWS / Azure / Google Cloud Platform, CI/CD pipelines, Git-based version control
Security: OAuth, secure API design, compliance-aware architecture

UX & Performance: Responsive design, cross-browser compatibility, SEO, page optimization

Senior CX & Payments Technology Architect

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