Contact Center Architect

HCM Nexus; Taguig; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Job summary

HCM Nexus in Taguig (BGC) onsite is seeking a Contact Center Architect to design scalable solutions across Conversational AI, IVR, chatbot/web chat, and cloud-native applications. You will partner with tech leads, developers, and business SMEs to deliver secure, high-performance integrations.

You will lead API integration projects, align with AWS, Azure, or GCP teams, and ensure architectural excellence across voice and web channels.

Qualifications

• Experience designing Conversational AI, IVR, and chatbot solutions.
• Strong cloud-native architecture and backend integrations.
• Hands-on API design and integration best practices.
• Ability to collaborate with diverse stakeholders to deliver scalable solutions.

Responsibilities

• Lead design of solution blueprints and technical artifacts for AI, IVR, and cloud-native apps.
• Collaborate with tech leads, developers, and business stakeholders to define solutions.
• Architect API integrations between internal/external systems and cloud services.
• Work with cloud teams across AWS, Azure, or GCP to ensure secure deployments.
• Lead discussions to meet quality, scalability, and performance standards.

Skills

Conversational AI

IVR

Chatbot

Web chat

API design

Tools

AWS

Azure

GCP

Job description

Contact Center Architect

• BGC | Onsite

• Shifting Schedule
  

About the role

We are looking for a Contact Center Architect to design and deliver scalable solutions across Conversational AI, IVR, chatbot/web chat, cloud applications, and API integrations. The role will work closely with technical and business teams to develop secure, high-performance solutions.

Key responsibilities

• Lead the design and development of solution blueprints, technical artifacts, and hands-on solutions for Conversational AI, IVR, chatbot/web chat, and cloud-native applications.

• Collaborate with technology leads, developers, business SMEs, UX designers, and stakeholders to define and deliver technical solutions.

• Design and drive integration of voice and web-based channels with backend systems, APIs, and analytics platforms.

• Architect API integrations between internal platforms, external systems, and cloud services.

• Gather integration requirements and translate them into scalable technical solutions.

• Work with cloud infrastructure teams across AWS, Azure, or GCP to ensure secure, scalable, and high-performance deployments.

• Lead technical design discussions and ensure solutions meet quality, scalability, and performance standards.

About you

• Proven experience designing and implementing Conversational AI, IVR, and chatbot solutions.

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

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

• Strong understanding of backend systems, cloud services, and integration architecture.

• Excellent communication and collaboration skills with technical and non-technical stakeholders.

• Ability to lead technical discussions and deliver scalable, high-quality solutions.