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.

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