Senior Conversational IVR Solution Architect

Netomi; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading AI platform provider in Toronto is looking for a Technical Leader to oversee the voice IVR and AI platform. The ideal candidate will have over 8 years of experience in designing contact center solutions and a strong background in cloud-based voice technologies. This role involves defining architecture, troubleshooting issues, and collaborating with various stakeholders to ensure top-notch voice quality and performance. Competitive salary and benefits offered.

Qualifications

• 8+ years in designing and architecting contact center or IVR solutions.
• Proven background in cloud-based voice platforms (AWS Connect or similar).
• Deep knowledge of telephony and VoIP protocols.
• Ability to translate technical concepts to non-technical stakeholders.

Responsibilities

• Define end-to-end architecture for voice AI/IVR solution.
• Serve as senior technical advisor across teams.
• Proactively troubleshoot voice quality or latency issues.
• Establish best practices for IVR and conversational AI.
• Collaborate with engineering team and vendors.

Skills

Designing and architecting contact center solutions

Cloud-based voice platforms expertise

Telephony and VoIP protocols knowledge

Excellent communication and leadership skills

Job description

Overview

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

This role will provide expert technical leadership for the voice IVR and conversational AI platform. The architect will ensure the end-to-end solution is optimally designed for performance, voice quality, and reliability, while guiding the technical team in best practices.

Responsibilities

• Architecture & Design: Define the end-to-end architecture for the voice AI/IVR solution (integrating ASR, NLU, text-to-speech, call flows) and ensure it meets enterprise standards for security, resiliency, and performance. Provide oversight on the Amazon Connect configuration, call routing, and integration with third-party voice services.
• Technical Oversight: Serve as the senior technical advisor across teams, reviewing and validating implementation approaches. Identify any design gaps or bottlenecks in the voice pipeline (e.g. audio encoding, network routing) and recommend improvements.
• Voice Quality & Latency Optimization: Proactively troubleshoot and resolve complex issues affecting voice quality or latency in calls (e.g. audio clarity, echo, delays). Optimize SIP trunking and AudioCodes SBC configurations to ensure high call clarity and minimal lag.
• Best Practices & Compliance: Establish technical best practices for IVR and conversational AI (error handling, retry logic, logging). Ensure the solution adheres to compliance and quality standards (e.g. telephony regulations, data privacy, uptime SLAs).
• Stakeholder Collaboration: Work closely with the core engineering team, product manager, and vendors (AWS, Deepgram, etc.) to address technical issues. Coordinate with vendor support (AWS/Amazon Connect, telephony carriers) for advanced troubleshooting or escalations.

Qualifications

• 8+ years in designing and architecting contact center or IVR solutions in an enterprise environment. Proven background in cloud-based voice platforms (AWS Connect or similar CCaaS/IVR systems) and conversational AI technologies.
• Deep knowledge of telephony and VoIP protocols (SIP/RTP), speech recognition and TTS integration, and call flow orchestration. Hands-on experience with reducing voice latency and improving call quality in VoIP systems is highly valued.
• Experience overseeing full IVR project lifecycles from design to go-live, with an emphasis on performance tuning and reliability. Familiarity with tools for monitoring voice quality and network performance (e.g. MOS scoring, network QoS) is a plus.
• Excellent communication and leadership skills – able to translate technical concepts to non-technical stakeholders and guide a team of engineers. Prior collaboration with cross-functional teams (product, QA, client stakeholders) to deliver voice solutions.
• Nice-to-have: Equivalent experience with other IVR/voice platforms (Genesys, Avaya, Twilio, etc.) is acceptable. Must be comfortable in an advisory role, providing expertise and direction rather than hands-on coding.

Equal Opportunity

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.