Lead Architect
iTech US, Inc.
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Job Details
Skills
- API
- Amazon DynamoDB
- Amazon Web Services
- Customer Experience
- Customer Relationship Management (CRM)
- Prompt Engineering
- Financial Services
- Generative Artificial Intelligence (AI)
- IT Management
- Machine Learning (ML)
- Telecommunications
- Routing
- Stakeholder Management
- Amazon S3
- Artificial Intelligence
- Interactive Voice Response
- Named-Entity Recognition (NER)
- Health Insurance
- Customer Engagement
- Enterprise Resource Planning
Summary
Role: Lead Architect
Location: Remote
Duration: Long Term Contract
Employement Type: W2
Job Description
We are seeking a Lead Architect with deep expertise in Amazon Connect, Amazon Lex, Agentic Voice AI, Connect AI Agents, and Assisted NLU to lead the design and delivery of enterprise-scale conversational AI and contact center transformation initiatives. The ideal candidate will define architecture strategy, drive AI-powered customer experience modernization, and lead the implementation of intelligent voice and digital engagement solutions. This role requires hands-on experience architecting cloud-native solutions on AWS, integrating AI agents with enterprise systems, enabling autonomous and assisted customer journeys, and providing technical leadership across cross-functional teams. The candidate should possess strong stakeholder management skills and a proven track record delivering scalable, secure, and highly available contact center platforms.
Key Requirements
- 10+ years of overall technology experience with 5+ years in Contact Center and Conversational AI architecture
- Hands-on expertise with Amazon Connect, Amazon Lex, Connect AI Agent, and Agent Assist capabilities
- Experience designing and implementing Agentic Voice AI solutions for autonomous customer interactions
- Strong knowledge of Assisted NLU, intent recognition, entity extraction, dialog orchestration, and conversational design
- Experience with Generative AI services including Amazon Bedrock, foundation models, prompt engineering, and RAG architectures
- Expertise in architecting voice, chat, IVR, self-service, and omnichannel customer engagement solutions
- Strong AWS experience including Lambda, API Gateway, Step Functions, S3, DynamoDB, CloudWatch, IAM, and networking services
- Experience integrating contact center platforms with CRM, ERP, customer data platforms, and third-party applications
- Proven ability to design scalable, secure, and highly available cloud-native architectures
- Strong understanding of contact center KPIs, customer journey design, routing strategies, and workforce optimization concepts
- Experience defining solution blueprints, technical standards, governance frameworks, and best practices
- Ability to lead architecture reviews, technical workshops, and executive-level discussions
- Experience managing onshore/offshore engineering teams and mentoring solution architects and developers
- Strong communication, presentation, stakeholder management, and client-facing consulting skills
- AWS certifications such as AWS Solutions Architect Professional or AWS Machine Learning Specialty preferred
- Prior experience in financial services, healthcare, insurance, telecom, or large enterprise contact center environments preferred
- Willingness to work within USA Eastern Time Zone business hours
- Dice Id: 80181903
- Position Id: 9035663
- Posted 7 hours ago
Company Info
iTechGRC enables businesses to collect and integrate risk, compliance, audit, and third-party vendor data across the organizational silos to derive actionable business intelligence. We are a part of iTechUS, Inc, which has been there for over 20 years and is a leading business growth solutions provider. The team has transformed over 500 companies in every industry, focusing on performance, reliability, security, flexibility, and cost-efficiency.
We established iTechGRC to provide and implement the next generation of integrated risk management solutions that utilize the latest technology to help you achieve risk and compliance objectives. Guided by the vision of our Chairman and Chief Executive Officer, Kishore Khandavalli, we go beyond standard checklist activities and instead employ a targeted and tailored approach for the unique GRC needs of each customer.
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