Conversational AI Architect

Role: Conversational AI Architect - Contact Center & CX
Location: Atlanta, GA (Hybrid)
Long Term contract
2 Positions
Role Overview
We are seeking an experienced Conversational AI Architect (10 years plus experience) to design and lead enterprise-scale conversational AI and contact-center solutions across voice and digital channels. The ideal candidate combines strong Contact Center / CCaaS architecture expertise with hands-on knowledge of Conversational AI, Generative AI, IVR, voice bots, chatbots, agent-assist solutions, and customer experience automation.

This individual should have deep experience with platforms such as NiCE CXone, Genesys Cloud CX and/or Amazon Connect, along with strong knowledge of Cyara for automated testing, validation, performance testing, and customer journey assurance. The architect will work with business, CX, engineering, cloud, security, data, and operations teams to modernize traditional contact-center environments and implement scalable AI-powered customer experiences.

Key Responsibilities
Conversational AI & CX Architecture
Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels. Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human-agent escalation. Translate customer-service requirements into scalable conversational AI architectures. Define patterns for intent recognition, conversation orchestration, context management, knowledge retrieval and transaction execution.

Architect seamless handoffs between AI/virtual agents and live contact-center agents while preserving customer and conversation context. Establish reusable architecture patterns and standards for enterprise conversational AI.

Contact Center / CCaaS Architecture
Provide architecture leadership across one or more major contact-center platforms:
NiCE CXone
Genesys Cloud CX
Amazon Connect
Understand enterprise capabilities including:
IVR and call flows
ACD and intelligent routing
Skills-based routing
Omnichannel routing
CTI
Agent desktop
Workforce engagement
Call recording
Contact-center analytics
Speech analytics
Real-time agent assistance
Outbound engagement
Reporting and operational monitoring
Evaluate existing legacy contact-center environments and develop modernization and migration strategies toward cloud-based CCaaS and AI-enabled architectures.

Conversational & Generative AI
Design solutions leveraging technologies such as:
Natural Language Understanding (NLU)
Automatic Speech Recognition (ASR/STT)
Text-to-Speech (TTS)
Intent classification and entity extraction
Conversational orchestration
Generative AI and Large Language Models
Retrieval-Augmented Generation (RAG)
Enterprise knowledge bases
AI Agent / Agentic AI architectures
Prompt management and guardrails
Conversation memory and context
AI-based call summarization
Agent Assist / Copilot
Sentiment and conversation analytics
Experience with technologies such as Amazon Lex, Amazon Bedrock, AWS AI services, Google Dialogflow, Azure AI, OpenAI or similar platforms is highly desirable.

AWS & Cloud Architecture
Strong understanding of AWS services commonly used in contact-center