Software Architect

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Lead technical discovery sessions with business, IT, operations, and technical stakeholders.

• Comprehend current-state environments, business processes, pain points, and desired outcomes.

• Convert business requirements into functional and technical specifications.

• Identify gaps, dependencies, constraints, and technical risks.

• Facilitate design discussions and secure stakeholder alignment on recommended solutions.

• Document requirements and acquire client approval prior to the commencement of technical builds.

• Design enterprise customer experience (CX), CCaaS, conversational AI, and automation solutions.

• Define architecture, technology components, integrations, data flows, and system interdependencies.

• Create solutions across voice and digital channels, including ACD, IVR, routing, AI agents, automation, and integrations.

• Develop technical approaches for LLM, RAG, knowledge retrieval, AI agents, and API-enabled solutions.

• Define prompts, business logic, integrations, knowledge sources, guardrails, and escalation protocols.

• Assess AI platform capabilities and provide recommendations on technical strategies.

• Act as the technical Subject Matter Expert (SME) throughout engagements.

• Collaborate with Project Managers on technical risks, dependencies, scope implications, and delivery considerations.

• Offer technical guidance and oversight to implementation Engineers.

• Serve as an escalation point for intricate technical decisions and design challenges.

• Assist in testing strategy, UAT, go-live readiness, and post-implementation evaluations.

• Identify opportunities for future phases, enhancements, and technology roadmaps.

⛳️ Requirements

• Over 7 years of experience in solution architecture, technical consulting, CCaaS, enterprise technology, or related domains.

• Extensive experience in designing enterprise technology and integration solutions.

• Expert-level proficiency with NICE CXone, Genesys Cloud, or similar CCaaS platforms.

• Strong comprehension of APIs, integrations, data flows, and enterprise systems.

• Experience in designing AI, conversational AI, automation, or NLP solutions.

• Ability to transform complex business requirements into clear technical designs.

• Significant experience in creating architecture diagrams, technical specifications, and requirements documentation.

• Exceptional client-facing communication and stakeholder management skills.

• Capability to lead technical discussions with both executive and technical stakeholders.

• Familiarity with Cognigy, PolyAI, Parloa, CrestaAI, Dialogflow, or similar AI platforms.

• Experience with LLMs, RAG, AI agents, and architectures for conversational AI.

• Proficiency with Salesforce, ServiceNow, or other enterprise CRM/ERP platforms.

• Experience with REST/SOAP APIs and enterprise integration methodologies.

• Background in a consulting or professional services setting.

• Must have authorization to work in the United States.

• Must indicate whether employment visa sponsorship will be needed.

🏝️ Benefits

• 100% coverage of employee health care, vision, and dental insurance.

• HSA & FSA plans available.

• Disability & Voluntary Benefits offered.

• 401(k) plan with a 4% employer match.

• Generous variable compensation opportunities.

• Monthly incentive for remote work.

• An inclusive remote working environment.