Solution Architect (AI Agent)

NTT; Toronto; Hybrid; CAD 120,000 - 145,000; Full time

Job summary

Join a forward-thinking company that is redefining customer service through innovative AI solutions. As an AI Agent Solutions Architect, you will play a pivotal role in designing and implementing cutting-edge AI technologies that enhance contact center operations. This dynamic position involves collaborating with cross-functional teams to deliver scalable solutions, ensuring seamless integration with existing systems, and driving business outcomes through technical leadership. With a commitment to diversity and inclusion, this organization offers a vibrant workplace where you can thrive and grow while making a significant impact on clients and society. If you are passionate about AI and eager to shape the future of customer service, this opportunity is perfect for you.

Benefits

Comprehensive benefits package

Virtual paid training

Employee Assistance Program

RRSP program options

Short- and Long-Term Disability options

Rewards and Recognition programs

Internal career advancement opportunities

All equipment provided for success

Qualifications

• 5+ years in solution architecture focused on AI-powered solutions.
• Experience with conversational AI platforms and integration with CRM systems.
• Strong communication skills for articulating technical concepts.

Responsibilities

• Lead design and architecture of AI agent solutions for contact centers.
• Oversee technical integration and ensure optimal performance.
• Participate in pre-sales discussions and translate client needs into AI solutions.

Skills

Solution Architecture

AI Technologies

Contact Center Technologies

NLP

Machine Learning

Integration Skills

Communication Skills

Problem-Solving

Education

Bachelor's or Master's degree in Computer Science

Tools

Google Dialogflow

Amazon Lex

Microsoft Bot Framework

Salesforce

AWS

Azure

GCP

Job description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

We are seeking a dynamic AI Agent Solutions Architect to enhance our contact center service offering to drive business outcome. This role includes solution design, integration, and technical oversight of our AI initiatives for modern customer service management. The candidate must have a solid technical background in AI and contact center technologies, with the ability to explain AI solutions' business value to various audiences.

Key responsibilities include pre-sales discussions, translating client needs into practical AI solutions, providing pre-sales technical and product support, and assisting sales staff with product specifications and customer applications. You may also create detailed design and implementation specs and offer consultation for product capability assessments.

Working conditions will be hybrid – a blend of remote working and on-site (2x/wk) to the Toronto office. (Greater Toronto Area)

What you'll be doing

Key Responsibilities:

• Solution Design & Architecture: Lead the design and architecture of scalable AI agent solutions, including conversational AI platforms, NLP, ML models, and integration with existing contact center infrastructure.
• Integration & Implementation: Oversee the technical integration of AI agents with various contact center systems and workflows, ensuring seamless data flow and optimal performance. Collaborate with engineering teams to implement and deploy AI agent solutions.
• Technical Leadership: Provide technical guidance and expertise to project teams throughout the AI agent lifecycle, from initial concept to deployment and ongoing optimization.
• Pre-Sales Support: Participate in pre-sales discussions with prospective clients, understanding their business challenges and translating them into compelling AI agent solutions. Present technical solutions in a clear and business-oriented manner.
• Requirements Gathering & Analysis: Work closely with business stakeholders to gather and analyze requirements for AI agent implementations, ensuring alignment with business objectives and customer needs.
• Technology Evaluation: Evaluate new and emerging AI and contact center technologies, providing recommendations for adoption based on business value and technical feasibility.
• Best Practices & Standards: Define and enforce best practices and architectural standards for AI agent development, deployment, and maintenance.
• Documentation: Create and maintain comprehensive technical documentation for AI agent solutions, including architecture diagrams, integration specifications, and deployment guides.
• Collaboration: Collaborate effectively with cross-functional teams, including business analysts, developers, project managers, and operations teams.
• Client Collaboration & Strategy: Partner with stakeholders to identify high-impact AI opportunities, transforming traditional workflows into self-managing, adaptive systems.
• Solution Delivery & Scalability: Work with cross-functional teams to ensure scalable, reliable, and high-performing AI deployments, from concept to continuous optimization.
• Enablement & Thought Leadership: Drive client workshops and training, respond to RFPs, write SOWs, and provide mentorship while staying current with emerging AI trends and technologies.

Qualifications:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• Proven experience (5+ years) in solution architecture, with a specific focus on contact center technologies and AI-powered solutions.
• Deep understanding of conversational AI platforms (e.g., Google Dialog flow, Amazon Lex, Microsoft Bot Framework), NLP, and ML concepts.
• Demonstrated experience in building and deploying AI agents, including knowledge of techniques such as Retrieval-Augmented Generated (RAG) and vector databases (e.g., Chroma, Pinecone).
• Experience with prompt engineering for optimizing the performance and behavior of AI models.
• Strong experience with integrating AI solutions with CRM systems (e.g., Salesforce, Dynamics 365, ServiceNow, Pega), telephony platforms (e.g., Genesys, NICE CXone, Amazon Connect, Five9), and other contact center technologies.
• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to both technical and business audiences.
• Demonstrated ability to participate in pre-sales activities and effectively communicate the value proposition of AI solutions.
• Strong problem-solving and analytical skills.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and their AI/ML services.
• Familiarity with agile development methodologies.

Consulting Readiness: Excellent collaboration and leadership skills, consulting or enterprise experience across multiple industries

What else does NTT BPO Offer? We’re glad you asked!

• All equipment required for you to be successful in your role.
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position: Solution Architect

Position Status: Full Time

Hours of Work: Business Hours - This position is Hybrid from within Canada Greater Toronto Area

Department: Information Technology

Salary Range: $120,000 - $145,000 CAD + Bonus

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.