Job Summary (Contact Center AI Architect) - Lead the design and development of Conversational AI solutions, including IVR systems, chatbots, and cloud-native web applications. - Collaborate with cross-functional teams (technology leads, developers, business SMEs, UX designers, stakeholders) to define and deliver technical solutions. - Drive integration of voice and web-based channels with backend systems, APIs, and analytics platforms. - Coordinate with cloud infrastructure teams (AWS, Azure, GCP) to ensure scalable, secure, and high-performance deployments. - Architect API integrations between internal platforms, external systems, and cloud services. - Gather integration requirements and translate them into scalable technical solutions. - Apply strong knowledge of cloud platforms, APIs, CI/CD, web technologies, and DevOps practices. - Utilize expertise in Contact Center and Customer Experience (CX) platforms, including IVR, chat, and AI virtual assistant solutions. - Manage stakeholders across technical and non-technical teams; ensure clear communication and documentation. - Follow Agile/Scrum or SAFe frameworks using tools like Jira, Confluence, or Azure DevOps. - Apply understanding of customer journey mapping, persona design, and voice UX best practices. - Adhere to compliance standards (e.g., GDPR, HIPAA, PCI-DSS) in cloud and CX solutions. - Utilize programming skills in Node.js, Python, and knowledge of APIs, JSON, XML, OAuth, and version control tools (Git). - (Nice to have) Knowledge of NLP/NLU, LLMs, or Generative AI frameworks. - (Nice to have) Experience in AI/ML-based initiative rollouts, including chat/voice bots, data preparation, prompt design, and testing.
Job Title
Contact Center AI Architect Chicago, IL (Onsite) Contract