Contact Center Architect

Private Advertiser; Taguig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Private Advertiser is seeking an experienced Contact Center Architect to design scalable technology solutions across modern contact center environments, focusing on Conversational AI, IVR, chatbot, cloud, and API-driven integrations. You will lead architecture discussions, evaluate existing technologies, and drive automation and modernization to improve customer and employee experiences.

The role requires collaboration with cross-functional teams and onsite work on shifting schedules in the

Qualifications

• Proven experience designing Conversational AI, IVR, chatbot, or contact center technology solutions.
• Strong expertise in cloud platforms and cloud-native application architecture (AWS/Azure/GCP).
• Hands-on API design, integration, and enterprise integration practices.
• Deep understanding of modern app architecture, integration patterns, scalability, and reliability.
• Proven ability to lead technical design and architecture discussions.
• Strong analytical and problem-solving skills translating business needs into technical solutions.
• Excellent communication and collaboration with cross-functional teams.
• Ability to work independently while owning technical decisions and outcomes.
• Willingness to work onsite and on a shifting schedule.

Responsibilities

• Design and implement scalable Conversational AI, IVR, chatbot, and contact center solutions.
• Develop architectures aligning with business, security, and scalability needs.
• Design and integrate cloud-native apps using AWS, Azure, or GCP.
• Define API integration strategies ensuring secure and reliable connectivity.
• Lead architecture discussions with technical and business stakeholders.
• Evaluate current contact center tech and identify opportunities for automation and modernization.
• Provide technical direction across design, development, testing, deployment, and implementation.
• Ensure solutions are performant, scalable, reliable, and secure.
• Collaborate with cross-functional teams to troubleshoot and resolve architecture-level issues.
• Produce and maintain technical architecture docs and designs.

Skills

Conversational AI

IVR / contact center tech

Cloud-native architecture

API design & integration

System architecture

Leadership of design discussions

Analytical problem solving

Communication & collaboration

Onsite work readiness

Job description

About the role

We are looking for an experienced Contact Center Architect to design and drive scalable technology solutions across modern contact center environments. This role will focus on the architecture and integration of Conversational AI, IVR, chatbot, cloud, and API-driven solutions, helping transform customer and employee experiences through innovative and reliable technology.

Key responsibilities

• Design and implement scalable Conversational AI, IVR, chatbot, and contact center solutions.

• Develop technical architectures that align with business requirements, operational needs, security standards, and scalability objectives.

• Design and integrate cloud-native applications and services using platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).

• Define and implement API integration strategies, ensuring secure, reliable, and maintainable connectivity across platforms and applications.

• Lead technical architecture and design discussions with internal teams, business stakeholders, developers, and other technology partners.

• Evaluate existing contact center technologies and identify opportunities for automation, modernization, optimization, and improved customer experience.

• Provide technical direction throughout solution design, development, testing, deployment, and implementation.

• Ensure solutions are designed for performance, scalability, reliability, security, and maintainability.

• Collaborate with cross-functional teams to troubleshoot complex technical challenges and resolve architecture-level issues.

• Produce and maintain technical architecture documentation, integration designs, and solution specifications.

About you

• Proven experience designing and implementing Conversational AI, IVR, chatbot, or contact center technology solutions.

• Strong expertise in cloud platforms and cloud-native application architecture, particularly AWS, Azure, and/or GCP.

• Hands-on experience with API design, integration, and enterprise integration best practices.

• Strong understanding of modern application architecture, integration patterns, scalability, and system reliability.

• Demonstrated ability to lead technical design and architecture discussions.

• Strong analytical and problem-solving skills, with the ability to translate complex business requirements into practical technical solutions.

• Excellent communication and collaboration skills, particularly when working with cross-functional and technical teams.

• Ability to work independently while taking ownership of technical decisions and solution outcomes.

• Willingness to work onsite and on a shifting schedule as required.