Fractional Voice AI & Conversational Automation Architect

This is a fully remote position, open to applicants in Mexico, +5 more countries.

📋 Description

• Architect and implement production voice AI agents, encompassing real-time IVR, speech-to-text, text-to-speech, and low-latency turn-taking capabilities.

• Create LLM orchestration and reasoning processes for inbound voice calls and form-based support tickets.

• Integrate with Talkdesk or similar CCaaS platforms, Zendesk, and backend/order-management APIs.

• Develop intelligent routing mechanisms, customer-type identification, and human escalation pathways.

• Manage latency budgets, voice naturalness, containment and deflection rates, along with pre- and post-deployment evaluation and quality assurance.

• Define activation sprints and supervise the delivery strategy, technical feasibility, and adoption planning.

• Evaluate client proposals and provide recommendations for enterprise readiness and platform alignment.

• Participate in sales and discovery discussions with senior enterprise stakeholders to establish technical credibility.

• Offer guidance on governance, security, compliance, and change management for extensive AI deployments.

• Optionally engage in thought leadership by sharing executive insights, participating in Microsoft or AI community events, and seizing speaking opportunities.

⛳️ Requirements

• Senior, hands-on architect/engineer with experience in deploying production-grade voice AI agents, rather than prototypes.

• Extensive experience with real-time IVR, speech-to-text, text-to-speech, and low-latency voice interaction design and refinement.

• Demonstrated expertise in LLM orchestration and agentic workflow design across both voice and text channels.

• Integration experience with Talkdesk or comparable CCaaS platforms, Zendesk, and backend APIs.

• Capability to design intelligent routing, human escalation, and customer-type identification solutions.

• Experience deploying models in Microsoft Azure, including Azure OpenAI and Azure AI Foundry, is highly advantageous.

• If Azure experience is absent, prior experience with AWS and Bedrock is essential.

• Background in high-volume, seasonal customer-support environments.

• Must present a comparable working solution through a live demo, walkthrough, or documented past deployment.

• Strong architectural judgment related to scalability, adoptability, and enterprise feasibility.

• Ability to provide advice to CIOs, IT leaders, digital workplace, and enterprise transformation teams.

• Proficient English communication skills.

• Bonus: Experience with Microsoft 365 Copilot, Copilot Studio, Semantic Kernel, Power Platform, Teams, and SharePoint.

• Bonus: Previous Microsoft employment, Microsoft MVP status, or experience in the Microsoft SI/partner ecosystem.

• Bonus: Experience in enterprise Copilot adoption, licensing activation, usage expansion, or business-value realization.

• Bonus: Advanced academic qualifications (Master's or PhD) in Computer Science, Information Systems, Organizational Behavior, or a related technology-oriented field.

🏝️ Benefits

• Competitive salary and comprehensive health benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Engaging company culture that encourages innovation and collaboration.