AVP Solution Architect

Chubb; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

A leading insurance company based in Greater London is searching for an AVP Solutions Architect to lead the design of AI-first customer support systems. This role involves defining system architecture, integrating advanced AI technologies, and ensuring reliable and scalable solutions. Candidates should have 15 years of software architecture experience with a strong background in AI-driven customer support. The position offers a full-time employment and the chance to shape innovative solutions in a dynamic environment.

Qualifications

• 15 years of experience in software architecture with at least 5 years focused on AI/ML-based systems.
• Deep understanding of call center technologies, including telephony protocols (SIP, WebRTC), IVR systems, CTI and contact center platforms.
• Proven experience designing and deploying AI-driven customer support solutions.

Responsibilities

• Define and drive the end-to-end architecture for AI-powered customer support systems.
• Lead the integration of LLMs and speech recognition technologies into support platforms.
• Develop and maintain a forward-looking architecture roadmap aligned with business goals.

Skills

Business Process

VMware

Cloud

HTML5

Windows

Project Management

AWS

Infrastructure

Web Services

jQuery

Java

Computer Engineering

Solutions Design

Technical Solutions

Analytics

Job description

Description

Role: We are seeking a visionary and technically accomplished AVP Solutions Architect to lead the design and evolution of AI-first customer support and call center platforms. This role is pivotal in shaping the architectural strategy for scalable intelligent and integrated AI solutions that transform customer engagement through automation natural language understanding and real-time decisioning.

Major Responsibilities

• Architectural Leadership: Define and drive the end-to-end architecture for AI-powered customer support systems including virtual agents, intelligent IVRs, real-time analytics and agent assist tools.
• AI Integration: Lead the integration of LLMs, speech-to-text, text-to-speech, NLU/NLP and predictive analytics into telephony and omnichannel support platforms.
• Technology Strategy: Develop and maintain a forward-looking architecture roadmap aligned with business goals, emerging AI trends and evolving customer expectations.
• Cross-Functional Collaboration: Partner with product engineering, data science and operations teams to ensure architectural alignment and delivery excellence.
• Vendor & Platform Evaluation: Evaluate and integrate third-party platforms (Twilio, Genesys, NICE, Azure Communication Services, etc.) and AI services (OpenAI, Azure AI).
• Scalability & Reliability: Ensure systems are designed for high availability, low latency and enterprise-grade security and compliance.
• Mentorship & Governance: Build and mentor a high-performing architecture team and establish architectural governance processes.

Qualifications

Must Have

• 15 years of experience in software architecture with at least 5 years focused on AI/ML-based systems.
• Deep understanding of call center technologies, including telephony protocols (SIP, WebRTC), IVR systems, CTI and contact center platforms.
• Proven experience designing and deploying AI-driven customer support solutions (chatbots, voicebots, agent assist, sentiment analysis).
• Strong knowledge of cloud-native architectures (AWS, Azure, GCP) and microservices.
• Familiarity with real-time data processing, event-driven systems and API-first design.
• Experience with AI/ML frameworks and tools (TensorFlow, PyTorch, LangChain, RAG pipelines).
• Excellent communication and leadership skills with the ability to influence at all levels.

Nice to Have

• Experience with regulatory and compliance frameworks (GDPR, HIPAA, PCI-DSS) in customer support environments.
• Background in enterprise SaaS or B2B platforms.
• Contributions to open-source AI or telephony projects.

Key Skills

• Business Process
• VMware
• Cloud
• HTML5
• Windows
• Project Management
• AWS
• Infrastructure
• Web Services
• jQuery
• Java
• Computer Engineering
• Solutions Design
• Technical Solutions
• Analytics

Employment Type: Full Time

Experience: years

Vacancy: 1