Conversational Architect

Core Responsibilities

• Leads enterprise conversational AI architecture across complex, multi-platform programs
• Designing across CRM, ERP, CCaaS, ticketing, and identity systems, while balancing trade-offs like cost, latency, and security.
• Architecture Documentation: Creating solution design documents, decision records, and system diagrams.
• Integration Development: Building and owning production integrations (SOAP/XML, OAuth/JWT, TypeScript/Node.js).
• Drives LLM/GenAI integration for virtual agent, agent assist, and real-time transcription use cases.
• Engages with executive stakeholders on AI strategy and investment priorities.

Contact Center Experience

• Deep expertise architecting CC AI solutions: virtual agents, agent assist, transcription, sentiment, and post-call analytics
• Proven ability to define CC AI measurement frameworks: containment rate, deflection savings, agent assist adoption
• Familiar with CC AI governance: model monitoring, bias detection, escalation safeguards, PCI/HIPAA compliance