Solution Architect

CHUBB; Greater London; On-site; GBP 100,000 - 140,000; Full time

Job summary

A global security company located in Greater London is seeking a visionary AVP Solutions Architect. This pivotal role focuses on leading the design of AI-first customer support platforms. The ideal candidate will have extensive experience in software architecture, specifically in AI and call center technologies. Responsibilities include defining architecture strategies and leading integration of advanced AI solutions. Excellent communication skills are essential for this collaborative role with cross-functional teams.

Qualifications

• 15+ years of experience in software architecture, with at least 5 years on AI / ML-based systems.
• Deep understanding of call center technologies including telephony protocols and IVR systems.
• Proven experience designing AI-driven customer support solutions such as chatbots and voicebots.

Responsibilities

• Define and drive the architecture for AI-powered customer support systems.
• Lead integration of LLMs, speech-to-text, NLU/NLP into support platforms.
• Develop architecture roadmap aligned with business goals and customer expectations.

Skills

Software architecture

AI / ML systems

Call center technologies

Cloud-native architectures

Communication

Leadership

Tools

TensorFlow

PyTorch

LangChain

Job 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, 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.