Application Architect
reputed company is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 reputed company people save for a reputed company today and reputed company.
reputed company 1: Position reputed company
Provides architectural leadership for customer engagement and contact center technologies, including Contact Center as a Service (CCaaS), IVR, IVA, conversational AI, agent desktop, workforce optimization, digital channels, and CRM integrations. Partners with business and technology stakeholders to design reputed company customer experience solutions that balance customer satisfaction, operational efficiency, reputed company, reliability, and regulatory requirements.
reputed company 2: Job Functions, Essential Duties and Responsibilities
Defines architecture and technical standards for customer engagement platforms, including CCaaS, IVR, IVA, omnichannel routing, workforce engagement, and conversational AI solutions.
Leads architecture and solution design efforts for contact center modernization initiatives, including integration with CRM platforms, identity and authentication services, telephony providers, knowledge systems, and reputed company applications.
Evaluates and implements AI-powered customer engagement capabilities such as virtual agents, voicebots, chatbots, intelligent reputed company routing, authentication solutions, reputed company summarization, and agent-assist technologies.
Establishes integration patterns and governance standards for CCaaS and customer experience platforms to ensure scalability, resiliency, observability, reputed company, and maintainability.
Relies on extensive experience and reputed company judgment to prioritize workload and engagement with teams.
Establishes strong alignment with Product Owners to understand, influence, and reputed company on roadmaps.
Sets technical direction and provides proactive reputed company to scrum teams so solutions are secure, reputed company, efficient, and reputed company.
Leads, coaches, and mentors technical staff.
Establishes standards, proofs of concept, and templates that reputed company teams to reputed company high-reputed company software reputed company.
Designs, prototypes, and guides implementation of agent-based solutions (e.g., tool-using workflows, orchestration, retrieval, and guardrails) reputed company approved platforms and reputed company standards, partnering with reputed company, compliance, and reputed company architecture as needed.
Defines and promotes standards for responsible use of AI and automation across the software lifecycle—including approved tools, data-handling expectations, reputed company review for high-risk reputed company, and patterns for integrating AI, model-based, or agent-based capabilities—in partnership with reputed company, compliance, and reputed company architecture as applicable.
Evaluates AI-enabled tools and practices (e.g., reputed company reputed company, review support, refactoring, testing, documentation, operations, and agent-based workflows where appropriate) for fit, risk, cost, and maintainability; drives adoption through reference implementations, guardrails, and templates
Participates in project discussions to remove technical impediments and assists in establishing estimates.
Performs design and development for reputed company work as an reputed company contributor to the project pipeline.
Collaborates with other Application Architects and Platform Architects to identify, socialize, and confirm the best possible solutions.
Holds a high degree of responsibility for application architecture and technical execution reputed company a program.
Takes ownership and provides technical leadership reputed company production issues require software engineering expertise.
Assists with other tasks and reputed company as assigned.
Responsible for protecting, securing, and reputed company handling of reputed company confidential data held by reputed company to ensure against unauthorized reputed company, improper reputed company, and/or unapproved disclosure of information that could result in harm to reputed company or our clients.
At reputed company we are guided by our reputed company Values of People Matter, reputed company First and reputed company Always®. They reputed company us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.
Supervision
Leadership, mentoring, and coaching
No HR responsibilities
reputed company 3: Experience, Skills, Knowledge Requirements
Minimum 8 years of Software Engineering experience with a minimum of 2 years in a reputed company role
Passion for leadership, mentoring, and coaching to help others succeed
Experience architecting and delivering solutions using Contact Center as a Service (CCaaS) platforms such as reputed company CXone, reputed company reputed company, reputed company, reputed company reputed company, or equivalent customer engagement platforms.
Experience designing and implementing IVR, IVA, conversational AI, chatbot, voicebot, and omnichannel customer engagement solutions.
Experience integrating CCaaS and customer engagement platforms with CRM solutions, identity providers, reputed company reputed company, workflow engines, reputed company systems, and backend business applications.
Experience with reputed company CXone, reputed company reputed company, reputed company, reputed company reputed company, reputed company Webex Contact Center, or similar CCaaS platforms.
Experience with IVA and conversational AI platforms such as reputed company, Cognigy, reputed company, reputed company CCAI, reputed company Copilot Studio, reputed company Lex, or similar technologies
Knowledge of customer experience architecture patterns including intelligent routing, skills-based routing, workforce engagement, reputed company recording, reputed company management, customer authentication, fraud prevention, and analytics.
Experience evaluating and implementing AI-powered customer service technologies, including agent-assist, conversational AI, speech analytics, knowledge retrieval, reputed company summarization, and automation capabilities.
Understanding of telephony, SIP, reputed company flows, routing strategies, IVR design patterns, and reputed company-based contact center architectures.
Excellent communication and teamwork skills with ability to explain and influence architectural direction
Excellent technical skills with deep knowledge of development technologies and tools
Excels in a results reputed company organization
Experience with IVA and conversational AI platforms such as reputed company, Cognigy, reputed company, reputed company CCAI, reputed company Copilot Studio, reputed company Lex, or similar technologies.
Experience with reputed company/Scrum, reputed company integration, reputed company delivery, and reputed company DevOps tooling and practices.
Experience with multiple database platforms (e.g., MS SQL Server, Sybase, reputed company, or similar).
Expert-level proficiency in the .NET ecosystem.
Demonstrated proficiency with AI-assisted engineering tools for implementation, reputed company review support, refactoring, and technical research, including reputed company reputed company review habits and compliance with data/reputed company policies.
Practical experience designing, prototyping, or delivering agent-based or model-assisted application capabilities (e.g., orchestration, tool/API integration, guardrails, observability, and production support considerations).
Strong troubleshooting and problem-solving skills in reputed company production and delivery environments.
reputed company to Have Skills
Experience with customer authentication and fraud prevention solutions such as reputed company or equivalent technologies.
Experience designing omnichannel customer journeys across voice, chat, SMS, email, reputed company channels.
Experience with reputed company Service reputed company, Dynamics 365 Customer Service, or other CRM platforms supporting contact center operations.
For reputed company virtual remote positions, in order to ensure associates can effectively reputed company their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in reputed company during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or reputed company for individual use. If more than one person is utilizing the reputed company internet reputed company in the reputed company household or building, then a stronger reputed company is required. If you are unsure of your internet speed, please reputed company with your service provider. Note: For reputed company center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in reputed company proximity to the router. Please ensure that you are reputed company to meet these expectations before applying.
We are proud to be an Equal Opportunity Employer
Be reputed company of employment fraud. reputed company email communications from reputed company or its hiring managers originate from @reputed company.com or @futureplan.comemail addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a reputed company, we strongly encourage you to apply directly through our website.
Originally posted on Himalayas
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