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Conversational AI Architect with Contact Center & CX

ITSYNTAX INCAtlanta, GA🇺🇸United StatesPosted Sep 25, 2026

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
Atlanta, GA, United States
Posted
20 hours ago
AWSAzureGenerative AI

Job Description

Role: Conversational AI Architect with Contact Center & CX
Location: Atlanta, GA (Hybrid)
Visas Look for: and total openings 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

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