Contact Center Solution Architect

PM Consulting; Metro Manila; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

PM Consulting is seeking a highly skilled Contact Center Solution Architect to lead the design and implementation of Conversational AI, IVR, and chatbot solutions for modern contact centers.

You will work with technology leads, developers, business SMEs, and UX designers to deliver scalable, secure cloud-native applications and API integrations, ensuring high performance and seamless omni-channel experiences.

Qualifications

• Experience designing Conversational AI, IVR, and chatbot solutions.
• Strong experience with cloud platforms (AWS, Azure, GCP) and cloud-native architectures.
• Hands-on API design and integration best practices.
• Excellent collaboration and communication with cross-functional teams.
• Ability to lead technical design discussions and deliver scalable solutions.

Responsibilities

• Lead design and development of solution blueprints and artifacts.
• Collaborate with tech leads, developers, SMEs, UX designers, and stakeholders.
• Drive integration of voice and web channels with back-end systems and APIs.
• Coordinate with cloud infrastructure teams to ensure scalable deployments.
• Architect and lead API integrations between internal platforms and cloud services.
• Translate integration requirements into scalable technical solutions with teams.

Skills

Conversational AI design

IVR systems

API integration

Cloud architecture

Cross-functional collaboration

Job description

About the job Contact Center Solution Architect

Responsibilities:

• Lead the design and development of solution blueprints, technical artifacts, and hands-on coding for Conversational AI, IVR systems, chatbot/web chat solutions, and cloud-native web applications.
• Collaborate with technology leads, developers, business SMEs, UX designers, and stakeholders to define and deliver technical solutions.
• Drive integration of voice and web-based channels with back-end systems, APIs, and analytics platforms.
• Coordinate with cloud infrastructure teams (AWS, Azure, or GCP) to ensure scalable, secure, and high-performance deployments.
• Architect and lead API integrations between internal platforms, external systems, and cloud services.
• Gather integration requirements and translate them into scalable technical solutions in collaboration with development, infrastructure, and product teams.

Qualifications:

• Proven experience in designing and implementing Conversational AI, IVR, and chatbot solutions.
• Strong expertise in cloud platforms (AWS, Azure, GCP) and cloud-native application architecture.
• Hands-on experience with API design and integration best practices.
• Excellent collaboration and communication skills to work with cross-functional teams.
• Ability to lead technical design discussions and deliver high-quality, scalable solutions.