Conversational AI Architect

Role: Conversational AI Architect - Contact Center & CX

Location: Atlanta, GA (Hybrid)

Long Term contract

2 Positions


Role Overview

We are seeking an experienced Conversational AI Architect (10 years plus experience) to design and lead enterprise-scale conversational AI and contact-center solutions across voice and digital channels.

The ideal candidate combines strong Contact Center / CCaaS architecture expertise with hands-on knowledge of Conversational AI, Generative AI, IVR, voice bots, chatbots, agent-assist solutions, and customer experience automation.

This individual should have deep experience with platforms such as NiCE CXone, Genesys Cloud CX and/or Amazon Connect, along with strong knowledge of Cyara for automated testing, validation, performance testing, and customer journey assurance.

The architect will work with business, CX, engineering, cloud, security, data, and operations teams to modernize traditional contact-center environments and implement scalable AI-powered customer experiences.


Key Responsibilities

Conversational AI & CX Architecture

Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels.

Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human-agent escalation.

Translate customer-service requirements into scalable conversational AI architectures.

Define patterns for intent recognition, conversation orchestration, context management, knowledge retrieval and transaction execution.

Architect seamless handoffs between AI/virtual agents and live contact-center agents while preserving customer and conversation context.

Establish reusable architecture patterns and standards for enterprise conversational AI.

Contact Center / CCaaS Architecture

Provide architecture leadership across one or more major contact-center platforms:

NiCE CXone

Genesys Cloud CX

Amazon Connect

Understand enterprise capabilities including:

IVR and call flows

ACD and intelligent routing

Skills-based routing

Omnichannel routing

CTI

Agent desktop

Workforce engagement

Call recording

Contact-center analytics

Speech analytics

Real-time agent assistance

Outbound engagement

Reporting and operational monitoring

Evaluate existing legacy contact-center environments and develop modernization and migration strategies toward cloud-based CCaaS and AI-enabled architectures.

Conversational & Generative AI

Design solutions leveraging technologies such as:

Natural Language Understanding (NLU)

Automatic Speech Recognition (ASR/STT)

Text-to-Speech (TTS)

Intent classification and entity extraction

Conversational orchestration

Generative AI and Large Language Models

Retrieval-Augmented Generation (RAG)

Enterprise knowledge bases

AI Agent / Agentic AI architectures

Prompt management and guardrails

Conversation memory and context

AI-based call summarization

Agent Assist / Copilot

Sentiment and conversation analytics

Experience with technologies such as Amazon Lex, Amazon Bedrock, AWS AI services, Google Dialogflow, Azure AI, OpenAI or similar platforms is highly desirable.

AWS & Cloud Architecture

Strong understanding of AWS services commonly used in contact-center