Back
Enterprise Conversational AI & Contact Centre Transformation Architect
Full-time
The Enterprise Conversational AI & Contact Centre Transformation Architect is a senior consulting and technology leadership role responsible for shaping and delivering enterprise customer experience (CX) transformation through modern Contact Centre platforms, Conversational AI, and Generative AI. Partnering with C-suite stakeholders, the Architect defines operating models, technology roadmaps, and reference architectures.
Key responsibilities
Advise executives on Contact Centre, Conversational AI, and CX transformation strategy and build multi-year roadmaps.
Lead discovery, requirements, vendor selection (RFI/RFP), and map customer and agent journeys.
Architect end-to-end omnichannel Contact Centre solutions across voice, chat, email, messaging, and social.
Define Conversational AI, Voicebot, IVA, and Agent Assist strategies and architect Generative AI using LLMs, RAG, and AI agents.
Embed responsible-AI, guardrail, evaluation, and governance practices, and provide technical leadership across delivery.
Required skills and experience
12-20+ years in enterprise technology, consulting, or solution architecture with a track record in CX transformation.
Hands-on architecture with CCaaS platforms (Genesys Cloud CX, NICE CXone, Amazon Connect, Cisco, Five9, Talkdesk).
Conversational AI platforms (Cognigy.AI, Kore.ai, Dialogflow CX, Copilot Studio, Amazon Lex) plus LLMs, RAG, and agentic AI.
CRM integration, APIs, microservices, and cloud architecture on AWS, Azure, or Google Cloud.
