Define and own the architectural vision for voice self-service AI enablement and contact center integration, aligned with technology and product strategy
Serve as the primary architecture counterpart to the Director of Software Engineering – Voice Self-Service
Lead architectural decision-making for Voice AI, IVR modernization and underlying data and API needs
Contribute to architecture for Amazon Connect, Workforce Management, and supporting application ecosystems
Establish and evolve reference architectures, standards, and patterns for voice platforms, APIs, integrations, data flows, and documentation
Architect cloud-native, highly available voice platforms leveraging multiple voice AI products, Amazon Connect and associated AWS and other Cloud services
Design scalable and secure integrations between voice platforms, data stores, WFM systems, enterprise APIs, data platforms, and downstream business systems
Ensure architectural consistency across custom application development, third-party platforms, and vendor-delivered solutions
Partner closely with engineering leaders to translate architectural intent into executable designs
Establish lightweight but effective architecture governance, including design reviews, technology standards, and exception management
Ensure solutions meet enterprise requirements for security, compliance, resiliency, observability, and performance

Requirements

15+ years' of experience in software and solution architecture
5+ years' in senior or director-level architecture roles in a product organization
Deep, hands-on experience architecting Amazon Connect–based contact center solutions in large enterprise environments
Strong background in modern application development, including APIs, microservices, event-driven architectures, and cloud-native design
Proven experience designing and governing enterprise-scale, customer-facing platforms with high availability and reliability requirements
Demonstrated ability to influence and lead across matrixed engineering, product, and operations organizations
Excellent executive-level communication and stakeholder management skills
Experience with Workforce Management (WFM) platforms and their integration with contact center and voice solutions highly desired
Hands-on experience with conversational AI, speech recognition, NLP, and AI-enabled self-service platforms highly desired
Proven success modernizing legacy IVR and telephony platforms to cloud-native and AI-driven solutions highly desired
Background in healthcare or other highly regulated industries, including security and compliance considerations highly desired
Experience supporting 24x7 production platforms with high transaction volumes highly desired
Familiarity with global delivery models, offshore partnerships, and strategic technology vendors highly desired

Benefits

health-related benefits including medical, vision, dental, and well-being and behavioral health programs
401(k)
company paid life insurance
tuition reimbursement
a minimum of 18 days of paid time off per year
paid holidays
annual bonus plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

software architecturesolution architectureAmazon ConnectAPIsmicroservicesevent-driven architecturecloud-native designconversational AIspeech recognitionNLP

Soft Skills

executive-level communicationstakeholder managementinfluenceleadershipcollaboration