Solution & Technical Architecture

Remote

Contract - 3 to 6 months

Technical Expertise

* 10+ years in software architecture, with 5+ years in SaaS-based AI/ML solutions.

* Proven experience with NLP, speech-to-text, transcription, and compliance analytics.

* Hands-on expertise with AWS AI/ML services, including Amazon Transcribe, Contact Lens, Comprehend, Polly, and Translate.

* Strong experience with Python, Java, or Node.js for AI/ML and data processing.

* Familiarity with modern call center platforms such as Amazon Connect, Genesys, Avaya, Twilio, Five9, NICE CXone, etc.

* Candidates with experience in conversational analytics solutions such as CallMiner, Verint Systems, TalkDesk, NICE CXone, Observe.ai, or Uniphore are highly preferred.

Certifications & Preferred Skills

* AWS Certified Solutions Architect (Highly Desirable).

* Experience designing multi-tenant SaaS solutions with best practices for data privacy & security.

* Own and define the end-to-end solution architecture for the AI-driven conversational analytics SaaS platform.

* Architect and oversee the integration of speech-to-text, transcription, redaction, and translation services for voice and text data.

* Define API structures, data pipelines, and workflows for real-time and batch processing of call data.

* Lead the selection and implementation of AI/ML models for sentiment analysis, compliance checks, and root cause analysis, among other use cases.

* Design and implement customizable AI models that allow customers to train models on industry-specific terminology (e.g., finance, healthcare, home insurance, etc.).

* Develop predictive analytics models for customer intent prediction (e.g. churn) and agent stress and burnout risks.

* Evaluate and implement large language models (LLMs) for smart summarization of conversations and recommended next steps.

* Architect solutions that support real-time AI inference and batch processing for large-scale conversational analytics.

* Establish and maintain best practices for multi-tenant SaaS architecture, data isolation, and regulatory compliance.

* Ensure scalability, security, and high availability of the platform.

Development Oversight & Technical Guidance

* Provide hands-on technical leadership to offshore development teams, ensuring alignment with architectural design.

* Conduct code reviews, performance evaluations, and architectural assessments to drive continuous improvement.

* Collaborate with DevOps teams to establish CI/CD pipelines and infrastructure best practices.

Collaboration with Product & Business Teams

* Work alongside the Product Strategist and Technical Product Manager to translate business needs into scalable technical solutions.

* Ensure alignment between technical feasibility, product vision, and business requirements.

Industry & Domain Expertise

* Design solutions that align with call center workflows, supporting both inbound support and outbound engagement.

* Ensure seamless integration with leading contact center platforms such as Amazon Connect, Twilio, Genesys, Avaya, Five9, NICE CXone, or TalkDesk.