AI Solutions Architect

We are looking for an AI Solutions Architect for our client to lead the design, development, and deployment of advanced AI-powered applications using Generative AI, large language models, and agentic AI frameworks.

The successful candidate will play a key role in transforming Contact Center and Customer Experience operations through scalable, secure, and enterprise-ready AI solutions.

What You’ll Do

• Architect and deliver end-to-end AI and Generative AI solutions for Contact Center and Customer Experience organizations.

• Design and implement intelligent virtual agents, AI-powered agent-assist tools, knowledge management solutions, and automated customer interaction workflows.

• Develop RAG-based applications, conversational AI platforms, multi-agent systems, and LLM-powered customer support solutions.

• Partner with Contact Center leaders, operations teams, and business stakeholders to identify opportunities for AI-driven automation and process improvement.

• Design AI solutions to improve call deflection, first-call resolution, customer sentiment analysis, agent productivity, quality monitoring, and root-cause analysis.

• Create scalable cloud architectures capable of supporting high-volume customer interactions across voice, chat, email, and digital channels.

• Lead the development of predictive analytics solutions for customer behavior, churn prediction, workforce planning, and operational forecasting.

• Establish AI governance frameworks, MLOps practices, model monitoring capabilities, and responsible AI standards.

• Collaborate with engineering and data teams to develop streaming and batch data pipelines supporting real-time customer engagement use cases.

• Present solution architectures, business cases, technical recommendations, and AI transformation strategies to executive and senior leadership teams.

• Develop reference architectures, technical standards, and implementation roadmaps to support enterprise-wide AI adoption.

• Provide technical leadership and mentorship to data scientists, engineers, architects, and business teams.

• Evaluate AI platforms, cloud services, frameworks, and third-party technologies to determine the most appropriate solutions for business requirements.

• Ensure that AI solutions meet enterprise standards for security, privacy, scalability, performance, reliability, and regulatory compliance.

What You’ll Bring

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical discipline.

• Minimum of 10 years of experience in AI and machine learning, solution architecture, data analytics, cloud architecture, Customer Experience technologies, or related areas.

• Proven experience architecting and deploying enterprise-scale AI and Generative AI solutions.

• Experience supporting Contact Center, Customer Experience, Customer Service, or Customer Operations organizations.

• Strong understanding of customer service workflows, knowledge management, conversational AI, and customer engagement strategies.

• Experience designing solutions using large language models, RAG architectures, agentic AI, multi-agent systems, and conversational AI technologies.

• Hands-on experience with machine learning frameworks, cloud AI services, APIs, data platforms, and modern application architectures.

• Understanding of MLOps, model monitoring, AI governance, data privacy, security, and responsible AI principles.

• Experience working with executive stakeholders and leading large-scale digital transformation initiatives.

• Strong communication, presentation, stakeholder management, and problem-solving skills.

• Ability to translate complex business requirements into scalable and practical technical architectures.

• Ability to provide technical direction across multidisciplinary business, engineering, data, and architecture teams.

Nice to Have

• Experience with Contact Center platforms such as Genesys, NICE CXone, Five9, Amazon Connect, Cisco Contact Center, or similar technologies.

• Google Cloud Professional Machine Learning Engineer certification or an equivalent cloud certification.

• Experience implementing AI-powered agent-assist, quality monitoring, call summarization, intelligent routing, or customer analytics solutions.

• Experience with voice AI, speech analytics, sentiment analysis, workforce optimization, or omnichannel customer engagement.

• MBA or advanced degree in Business Analytics, Data Science, Artificial Intelligence, Innovation, or Technology Management.

• Previous experience in telecommunications, customer service, customer operations, or enterprise technology environments.