Senior Manager – AI Enablement, Servicing & Contact Center Architecture
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Job Description
Senior Manager overseeing AI Enablement for voice self-service and contact center architecture, ensuring scalability, security, and alignment with enterprise strategy.
Responsibilities:
- Define and own the architectural vision for voice self-service AI enablement and contact center integration, aligned with technology and product strategy
- Serve as the primary architecture counterpart to the Director of Software Engineering – Voice Self-Service
- Lead architectural decision-making for Voice AI, IVR modernization and underlying data and API needs
- Contribute to architecture for Amazon Connect, Workforce Management, and supporting application ecosystems
- Establish and evolve reference architectures, standards, and patterns for voice platforms, APIs, integrations, data flows, and documentation
- Architect cloud-native, highly available voice platforms leveraging multiple voice AI products, Amazon Connect and associated AWS and other Cloud services
- Design scalable and secure integrations between voice platforms, data stores, WFM systems, enterprise APIs, data platforms, and downstream business systems
- Ensure architectural consistency across custom application development, third-party platforms, and vendor-delivered solutions
- Partner closely with engineering leaders to translate architectural intent into executable designs
- Establish lightweight but effective architecture governance, including design reviews, technology standards, and exception management
- Ensure solutions meet enterprise requirements for security, compliance, resiliency, observability, and performance
Requirements:
- 15+ years' of experience in software and solution architecture
- 5+ years' in senior or director-level architecture roles in a product organization
- Deep, hands-on experience architecting Amazon Connect–based contact center solutions in large enterprise environments
- Strong background in modern application development, including APIs, microservices, event-driven architectures, and cloud-native design
- Proven experience designing and governing enterprise-scale, customer-facing platforms with high availability and reliability requirements
- Demonstrated ability to influence and lead across matrixed engineering, product, and operations organizations
- Excellent executive-level communication and stakeholder management skills
- Experience with Workforce Management (WFM) platforms and their integration with contact center and voice solutions highly desired
- Hands-on experience with conversational AI, speech recognition, NLP, and AI-enabled self-service platforms highly desired
- Proven success modernizing legacy IVR and telephony platforms to cloud-native and AI-driven solutions highly desired
- Background in healthcare or other highly regulated industries, including security and compliance considerations highly desired
- Experience supporting 24x7 production platforms with high transaction volumes highly desired
- Familiarity with global delivery models, offshore partnerships, and strategic technology vendors highly desired
Benefits:
- health-related benefits including medical, vision, dental, and well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
- annual bonus plan
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