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

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with 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 :

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. Accelerate your career with us. Apply today

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