•Strategic Architecture & Blueprinting: Develop Technical Blueprints (As-Is and To-Be) for AI-driven contact center operations. Design end-to-end CX technology landscapes integrating dialers, CRM platforms, AI agents, analytics, and communications into unified stacks. Evaluate CX platform options (Five9, Genesys, Amazon Connect) and establish reusable reference architectures.
•Cloud & Application Architecture: Lead multi-cloud architecture decisions (AWS-primary, Azure-hybrid, GCP) for contact center operations. Design end-to-end application stacks: .NET/C# backends, SQL Server, RESTful/event-driven APIs, serverless and containerized workloads. Implement infrastructure-as-code (Terraform, CloudFormation) and cloud-native design principles.
•Integration & API Governance: Document system integration patterns connecting dialers, CRM, AI platforms, communications tools, analytics, and back-office systems. Establish API governance frameworks (authentication, rate limiting, versioning, security). Design real-time data orchestration with event-driven messaging (Kafka, SQS/SNS) ensuring sub-second latency.
•CX Platform Expertise: Provide technical leadership across Five9, Genesys Cloud, Amazon Connect, Cresta, and AI agent platforms. Lead vendor management, architectural reviews, and roadmap alignment. Optimize configurations for scale, performance, and cost efficiency.
•AI & Compliance Architecture: Design secure, compliant AI agent architectures. Establish governance for AI systems: model lifecycle, explainability, bias detection, and hallucination prevention. Lead implementation of telephony and compliance protocols (TCPA, GDPR, CCPA, PCI-DSS, SOC 2, HIPAA, FINRA). Design audit trails and consent management.
•Deployment & CI/CD: Design CI/CD pipelines with automated testing and deployment strategies. Establish best practices for reliable releases, blue-green/canary deployments, and rollback procedures. Lead UAT planning and phased go-live execution.
•Program Leadership: Lead end-to-end contact center transformation initiatives from planning through post-launch optimization. Manage cross-functional teams, drive adoption, monitor KPIs, and document lessons learned. Handle vendor coordination, UAT strategy, and performance optimization.
•Scalability & Security: Design architectures supporting 10,000+ concurrent agents, sub-second API response times, and 99.99% availability. Establish security architecture (IAM, encryption, network segmentation), data governance, compliance standards, and cost optimization practices.
REQUIRED QUALIFICATIONS
Experience:
•10+ years enterprise software architecture and technology leadership
•6+ years hands-on contact center transformation delivery (dialers, CRM, AI platforms)
•5+ years cloud architecture (AWS primary, or equivalent Azure/GCP experience)
•Demonstrated success leading multi-year, large-scale technology programs
•Has worked on JIRA, Asana or similar
Technical Skills:
•Deep expertise: .NET/C#, SQL Server, RESTful APIs, event-driven architectures
•AWS services: EC2, RDS, S3, Lambda, SQS/SNS, EventBridge, CloudFormation
•Contact center platforms: Five9, Genesys Cloud, Amazon Connect, Cresta, AI agents
•Microservices, containerization (Docker/Kubernetes), serverless patterns
•AI/ML system integration and real-time analytics architecture
•Security & compliance: OAuth 2.0, encryption, TCPA, GDPR, CCPA, PCI-DSS, SOC 2
Communication & Leadership:
•Translate complex architectures into business value across technical and non-technical audiences
•Vendor management and technical roadmap negotiation
•Decision-making with incomplete information; comfort with ambiguity
