Application Architect

This is a fully remote position, open to applicants in Louisiana, +4 more states.

📋 Description

• Provide architectural guidance for technologies related to customer engagement and contact centers, encompassing CCaaS, IVR, IVA, conversational AI, agent desktops, workforce optimization, digital channels, and CRM integrations.

• Define the architecture and technical standards for customer engagement platforms and initiatives aimed at modernizing contact centers.

• Lead the design of architecture and solutions, including integrations with CRM platforms, identity and authentication services, telephony providers, knowledge systems, and enterprise applications.

• Assess and implement AI-driven customer engagement features, such as virtual agents, voicebots, chatbots, intelligent call routing, authentication, call summarization, and agent-assist technologies.

• Establish integration patterns and governance standards to ensure scalability, resiliency, observability, security, and maintainability.

• Collaborate with Product Owners to align on roadmaps and offer technical direction and oversight to scrum teams.

• Lead, coach, and mentor technical team members.

• Create standards, proofs of concept, and templates for the efficient and high-quality delivery of software.

• Design, prototype, and oversee the implementation of agent-based solutions in collaboration with security, compliance, and enterprise architecture teams.

• Define standards for the ethical use of AI and automation throughout the software lifecycle.

• Evaluate AI-enabled tools and practices, promoting adoption through reference implementations, guardrails, and templates.

• Engage in project discussions, eliminate technical obstacles, and assist with project estimates.

• Actively contribute to design and development for complex tasks as a project contributor.

• Work together with Application Architects and Platform Architects to identify and validate solutions.

• Take ownership of application architecture and technical execution within a program.

• Provide technical leadership when production issues necessitate software engineering expertise.

• Safeguard, secure, and appropriately manage confidential data belonging to Ascensus and its clients.

⛳️ Requirements

• A minimum of 8 years of experience in Software Engineering, including at least 2 years in a leadership capacity.

• Proven experience in architecting and delivering solutions utilizing CCaaS platforms like NICE CXone, Genesys Cloud, Five9, Amazon Connect, or similar.

• Proficient in designing and implementing IVR, IVA, conversational AI, chatbot, voicebot, and omnichannel customer engagement solutions.

• Experience in integrating CCaaS and customer engagement platforms with CRM solutions, identity providers, enterprise APIs, workflow engines, knowledge management systems, and backend applications.

• Familiarity with NICE CXone, Genesys Cloud, Five9, Amazon Connect, Cisco Webex Contact Center, or comparable CCaaS platforms.

• Hands-on experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies.

• Knowledge of intelligent routing, skills-based routing, workforce engagement, call recording, quality management, authentication, fraud prevention, and analytics.

• Experience in evaluating and implementing AI-powered customer service technologies, including agent-assist, speech analytics, knowledge retrieval, call summarization, and automation.

• Understanding of telephony, SIP, call flows, routing strategies, IVR design patterns, and cloud-based contact center architectures.

• Excellent communication and teamwork skills, with the ability to explain and influence architectural decisions.

• In-depth knowledge of development technologies and tools.

• Experience with Agile/Scrum methodologies, continuous integration, continuous delivery, and DevOps practices.

• Familiarity with multiple database platforms such as MS SQL Server, Sybase, Oracle, or similar.

• Expert-level proficiency in the .NET ecosystem.

• Proficiency with AI-assisted engineering tools for implementation, code review support, refactoring, and technical research, ensuring compliance with data and security policies through human review.

• Practical experience in designing, prototyping, or delivering agent-based or model-assisted application capabilities, including orchestration, tool/API integration, guardrails, observability, and production support.

• Strong troubleshooting and problem-solving abilities in complex production and delivery environments.

• Must maintain an uninterrupted virtual workspace and have family care arrangements in place during business hours for remote positions.

• Internet speed of 25 Mbps or higher for individual use is required.

• Nice-to-have: experience with customer authentication and fraud prevention solutions such as Pindrop.

• Nice-to-have: experience with omnichannel customer journeys across voice, chat, SMS, email, and digital channels.

• Nice-to-have: familiarity with Salesforce Service Cloud, Dynamics 365 Customer Service, or other CRM platforms.

🏝️ Benefits

• Flexible remote work arrangement.

• Requirement for an uninterrupted virtual workspace for remote positions.

• Family care arrangements expected to be in place during business hours.

• Internet speed of 25 Mbps or better required for individual use.

• Equal Opportunity Employer.

• Reasonable accommodations available for qualified individuals with disabilities.

• No obligation to purchase equipment; no payments required.