Lead CCAI Architect

Role: Lead CCAI Architect

Location: Remote

Job Description:

Wipro is an innovative leader in consulting field, specializing in advanced technologies and cutting-edge solutions. We are looking for a highly skilled and experienced Lead CCAI (Contact Center AI) Architect to join our dynamic team. This role offers the opportunity to work with the latest in AI-driven technologies to shape the future of contact centers and customer service experiences.

Job Description:

We are seeking a Lead CCAI Architect with a strong technical background and pre-sales expertise to design, implement, and lead the development of AI-driven contact center solutions that improve customer experience and operational efficiency. The ideal candidate will have a deep understanding of conversational AI, cloud architectures, and contact center technologies, with the ability to innovate, lead high-performance teams, and support sales teams during the pre-sales process.

Key Responsibilities:

Architecture Design & Strategy:

• Lead the design and architecture of scalable CCAI solutions that integrate with existing contact center infrastructure (e.g., IVR, CRM, and chat platforms). Define the strategic direction for AI-powered customer service solutions and ensure alignment with business goals.

Leadership & Team Collaboration:

• Lead and mentor a team of AI engineers, data scientists, and developers in the design, deployment, and ongoing optimization of AI-based systems. Collaborate with cross-functional teams, including product, operations, and sales, to ensure seamless project execution.

AI & NLP Expertise:

• Develop and maintain expertise in the latest developments in Conversational AI, Natural Language Processing (NLP), speech recognition, and machine learning technologies. Utilize these skills to design innovative solutions that improve contact center performance.

Cloud & Infrastructure Management:

• Ensure that the CCAI solutions are designed to scale efficiently in cloud environments (e.g., AWS, Azure, Google Cloud). Architect solutions that provide high availability, security, and fault tolerance.

Client & Stakeholder Engagement:

• Work directly with clients and internal stakeholders to understand requirements and present CCAI solutions. Guide stakeholders through the implementation process, ensuring that AI models and workflows align with business objectives.

Pre-Sales Support & Solution Customization:

• Collaborate closely with the sales and business development teams to support pre-sales activities, including customer demonstrations, product presentations, and solution architecture discussions.
• Engage with potential clients to understand their business needs and challenges, tailoring CCAI solutions to meet specific customer requirements.
• Provide technical guidance during the sales cycle, including responding to RFPs, creating custom solution designs, and offering technical proofs of concept (POCs).
• Help identify new opportunities and lead discussions to position CCAI offerings effectively in the marketplace.

Continuous Improvement:

• Stay up to date with emerging trends and technologies in AI, machine learning, and the contact center domain. Continuously enhance the architecture and solution offerings based on feedback, data analysis, and evolving needs.

Data Analytics & Reporting:

• Leverage data analytics to track performance metrics and optimize AI models. Provide actionable insights to clients and internal teams to continuously improve the customer experience and operational efficiency.

Required Skills & Qualifications:

• Education:
  Bachelor's or Master s degree in Computer Science, Engineering, Artificial Intelligence, or a related field.
• Experience:
• 8+ years of experience in AI, machine learning, or software architecture roles.
• 3+ years of hands-on experience leading or architecting CCAI (Contact Center AI) or conversational AI solutions.
• Proven experience with NLP, speech recognition, chatbots, and AI-driven customer service tools.
• Strong experience with cloud computing platforms (AWS, Azure, Google Cloud Platform) and cloud architecture.
• Previous experience in a pre-sales or solution architect role, supporting business development teams in a technical capacity.
• Technical Skills:
• Expertise in AI/ML frameworks and libraries (e.g., TensorFlow, PyTorch, OpenAI, Hugging Face).
• Proficient in programming languages such as Python, Java, or Node.js.
• Deep understanding of API design, microservices architecture, and system integration.
• Experience with contact center platforms (e.g., Genesys, Cisco, Avaya) and CRMs (e.g., Salesforce).
• Leadership & Communication:
• Strong leadership skills with the ability to inspire, mentor, and manage teams.
• Excellent communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Problem-Solving & Innovation:
• Strong analytical skills with the ability to solve complex technical problems.
• A passion for innovation and the ability to think creatively in designing AI-powered solutions.

Preferred Qualifications:

• Experience in voicebot or chatbot development for contact centers.
• Familiarity with specific CCAI platforms (e.g., Google Contact Center AI, Amazon Connect, IBM Watson).
• Knowledge of AI ethics, bias mitigation, and responsible AI practices.
• Certifications in cloud platforms or AI/ML technologies.

Benefits:

• Competitive salary and performance-based incentives
• Comprehensive health and wellness programs
• Flexible work arrangements (remote/onsite)
• Learning and development opportunities