Contact Center Architect

Maestro BPO OPC; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Maestro BPO OPC is seeking an experienced Contact Center Architect to design scalable, cloud-native solutions for modern contact centers. The role focuses on Conversational AI, IVR, chatbot, cloud, and API-driven interfaces to transform customer and employee experiences.

You will translate business requirements into robust architectures, lead design discussions, and collaborate with cross-functional teams through implementation, testing, deployment, and optimization.

Qualifications

• Proven experience designing and implementing Conversational AI, IVR, chatbot, or contact center technology solutions.
• Strong expertise in cloud platforms and cloud-native application architecture (AWS, Azure, and/or GCP).
• Hands-on 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 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.

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.
• Stay current with emerging technologies and best practices in contact center platforms, Conversational AI, cloud architecture, APIs, and digital customer experience.

Skills

Conversational AI

IVR

Chatbot

Cloud Architecture

API Design

Architectural Leadership

Tools

AWS

Azure

GCP

Job description

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.

The ideal candidate is a strong technical thinker who can translate business requirements into scalable architectures, lead technical design discussions, and collaborate effectively with cross-functional teams throughout implementation.

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.
• Stay current with emerging technologies and best practices in contact center platforms, Conversational AI, cloud architecture, APIs, and digital customer experience.

What We're Looking For

• 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.

Why This Role Matters

This is an opportunity to play a key role in modernizing contact center technology and designing solutions that combine cloud, automation, APIs, and AI to deliver scalable and intelligent customer experiences.

If you enjoy solving complex technology challenges and turning business requirements into robust, scalable architecture, we'd like to hear from you.

Position Details

Work Arrangement: Onsite

Schedule: Willingness to work on a shifting schedule as required