CX & AI Architect

Overview

We're seeking a highly skilled and passionate CX & AI Architect to join our CTO office. Reporting directly to the CTO, you will play a pivotal role in shaping the future of our AI-driven customer experience solutions. This role involves designing and developing CX & AI architecture blueprints that align with strategic goals and industry best practices, engaging with customers to understand their needs, ensuring solution governance, and providing thought leadership in the CX and AI technology space.

Accelerating Progress. Securing Futures.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

Responsibilities

1. Lead the design and development of CX & AI architecture blueprints, ensuring they align with business objectives, industry standards, and best practices.
2. Act as a technical expert during customer sales engagements, presenting CX & AI capabilities and tailoring solutions to meet specific client requirements.
3. Provide technical oversight and governance for CX & AI projects, ensuring adherence to architectural standards, network and security considerations, and performance benchmarks. Identify solution risks and propose mitigation strategies.
4. Stay updated on the latest trends and advancements in CX and AI technologies, contributing to thought leadership through white papers, blog posts, conference presentations, and internal knowledge sharing.
5. Collaborate with cross-functional teams, including Sales, Pre-Sales, Professional Services, and Marketing, to ensure the successful delivery of CX & AI solutions.
6. Leverage an AI-first approach to transform customer experience (CX) with innovative and scalable solutions. Utilize advanced AI technologies to enhance customer interactions, streamline processes, and unlock actionable insights.
7. Contribute to the development of Digital Skilling Programs related to CX & AI, ensuring the team remains at the forefront of industry knowledge and capabilities.

Qualifications

1. Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field.
2. 10+ years of experience in IT architecture, with a focus on CX and AI solutions.
3. Strong understanding of CX principles, methodologies, and technologies (e.g., AI, Virtual Assistant, CCaaS, CRM, customer analytics, journey mapping, WFO, Social).
4. Expertise in AI technologies, including machine learning, natural language processing, and computer vision.
5. Experience with cloud platforms (e.g., Microsoft Azure, AWS, GCP) and related AI services.
6. Excellent communication, presentation, and interpersonal skills.
7. Proven ability to influence and lead technical discussions.
8. Strong problem-solving and analytical skills.
9. Experience designing secure, scalable, and reliable AI-driven CX solutions.
10. Familiarity with Microsoft Copilot and Microsoft product suites.

Preferred Certifications:

1. Certifications in relevant technologies (e.g., CX Certifications, AWS Certified Solutions Architect, Microsoft Certified Azure Solutions Architect Expert).
2. TOGAF Certified.
3. Experience with CX platforms (e.g., Genesys Cloud CX, NICE, MS DCC, Co-Pilot, Cognigy, Kore.ai, Yellow.ai).
4. Published research, presentations, or thought leadership on CX and AI topics.