AI Architect

TeleTech Holdings, Inc.; Englewood (CO); Hybrid; USD 150,000 - 180,000; Full time

Job summary

TeleTech Holdings, Inc. seeks an AI Architect to guide the transformation of App Delivery & Automation into an AI-first delivery engine.

You’ll own cross-pillar architecture, define platform integration, and ensure data flows remain coherent across Automation, AI & Intelligence, and Product Engineering. You will lead technical decisions, prototype patterns, and set architectural standards across the organization.

Qualifications

• 12+ years of software and systems architecture experience.
• 4+ years focused on AI/ML systems, LLM architecture, or intelligent automation at enterprise scale.
• Ability to architect across multiple AI platforms and make principled decisions.
• Strong knowledge of Model Context Protocol (MCP) and integration patterns.

Responsibilities

• Define and maintain multi-model AI platform architecture across Anthropic Claude, Google Gemini/Vertex AI, and Microsoft Copilot Studio.
• Establish standards for agents built across Google ADK and MCP, including memory, context, orchestration, and agent communication.
• Own architectural decisions that govern AI outputs evaluation, monitoring, and production drift detection.

Skills

AI/ML systems

LLM APIs

Agent frameworks

Cross-platform architecture

Governance & risk

Communication to leadership

Tools

Google ADK

LangGraph

MCP

Anthropic Claude

Google Vertex AI

Microsoft Copilot Studio

Azure AI services

Power Automate

UiPath

Job description

TTEC's App Delivery & Automation organization is in the midst of a meaningful transformation - moving from a traditional engineering model organized around technology stacks to an AI-first delivery engine organized around outcomes. Three distinct pillars now power this organization: Automation (RPA, shop floor), AI & Intelligence (bots, agentic AI, GenAI), and Product Engineering (SaaS products, desktop and business applications).

The AI Architect is a new role created to give this transformation a coherent technical spine. You will own the architecture layer that sits across all three pillars - defining how AI systems are designed, how platforms are selected and integrated, how data flows between systems, and how decisions made in one pillar stay consistent with decisions made in another.

This is not a strategy role that produces documents. It is a hands-on technical leadership role. You will design systems, review implementations, prototype new patterns, and be the person others come to when a hard architectural question needs a definitive answer. You report directly to the VP of App Delivery & Automation and carry director-level authority to set and enforce architectural standards across the organization. You must be located in Denver, Colorado

What you'll own

• Define and maintain TTEC's multi-model AI platform architecture across Anthropic Claude, Google Gemini / Vertex AI, and Microsoft Copilot Studio - including model selection criteria, API integration patterns, and platform governance boundaries
• Establish standards for how agents are built and composed across Google ADK and MCP - including tool design, memory and context management, orchestration patterns, and agent-to-agent communication
• Own the architectural decisions that govern how AI outputs are evaluated, monitored, and improved in production - including eval frameworks, observability instrumentation, and drift detection

Cross-pillar technical coherence

• Ensure that the Automation, AI & Intelligence, and Product Engineering pillars share consistent integration patterns, data contracts, and security postures - preventing architectural drift as each pillar scales independently
• Design the interfaces between deterministic automation (RPA, Power Automate) and probabilistic AI systems (agents, bots) - defining where handoffs happen, how errors propagate, and how humans stay in the loop
• Maintain a living architecture reference - a practical, up-to-date view of how TTEC's AI systems connect, depend on each other, and evolve over time

AI governance & standards

• Define and own TTEC's technical AI governance standards: prompt architecture guidelines, responsible AI design patterns, data handling requirements, and review criteria used by the ARB/SRB/RAIC intake process
• Establish a tiered approach to AI system risk - distinguishing low-risk internal productivity tools from high-risk client-facing agentic systems - and ensure appropriate review rigor is applied to each tier
• Lead architectural reviews for new AI initiatives, serving as the technical decision-maker within the governance intake process

Emerging technology leadership

• Continuously evaluate new AI frameworks, model releases, and infrastructure patterns - translating findings into concrete, time-bound recommendations for the team's roadmap
• Prototype architectural patterns before recommending them - you should be able to build a working proof of concept, not just describe one
• Contribute to TTEC's AI Agent Hub architecture: the centralized platform through which employees discover and launch AI agents across Microsoft, Google, and Anthropic tooling

What you'll bring to the Role:

• 12+ years of software and systems architecture experience, with at least 4 years focused on AI/ML systems, LLM application architecture, or intelligent automation at enterprise scale
• Deep, hands-on experience with large language model APIs and agent frameworks - you have built production agentic systems, not just evaluated them
• Demonstrated ability to architect across multiple AI platforms simultaneously (e.g., Anthropic + Google + Microsoft) and make principled decisions about where each platform fits
• Strong working knowledge of Model Context Protocol (MCP) - including designing MCP servers, exposing enterprise systems as tools, and integrating MCP into agent orchestration layers
• Experience designing AI governance frameworks: risk tiering, review processes, responsible AI standards, and human-in-the-loop patterns for enterprise deployments
• Ability to operate at multiple levels of abstraction - from whiteboard architecture to working prototype - without losing sight of either
• Strong communication skills with both technical and non-technical audiences; comfortable presenting architectural recommendations to senior leadership

Preferred experience

• Hands-on experience with Google Agent Development Kit (ADK), LangGraph, or comparable orchestration frameworks for multi-agent systems
• Experience architecting AI systems in BPO, contact center, or enterprise SaaS environments - understanding the operational constraints of high-volume, low-latency, compliance-sensitive deployments
• Familiarity with RPA platforms (Power Automate, UiPath) and experience defining the architectural boundary between RPA and agentic AI
• Experience with Azure AI services, Google Vertex AI, and the integration patterns that connect these platforms to enterprise data and identity systems
• Exposure to shop floor or operational technology (OT) environments - understanding the unique constraints of AI systems that interact with physical operations
• Prior experience in a formal architecture governance role (enterprise architect, principal architect, or equivalent)

How success is measured

In the first 90 days, success looks like: a clear, documented view of TTEC's current AI architecture across all three pillars; identified gaps and inconsistencies; and a prioritized set of architectural decisions to resolve.

By six months: architectural standards are in place and being applied to new initiatives; the ARB/RAIC review process has a clear technical architecture gate; and at least one cross-pillar integration pattern has been designed, prototyped, and adopted.

By one year: the organization is building AI systems that are architecturally consistent, independently scalable, and governable — and the AI Architect is the recognized technical authority that makes that possible.

How you'll work

• You will work directly with the VP of App Delivery & Automation and the three pillar leads (Automation, AI & Intelligence, Product Engineering) as a peer technical voice - not as a consultant brought in after decisions are made.
• You will participate in the RAIC (Responsible AI Implementation Committee) and ARB (Architecture Review Board) intake processes, providing the technical architecture perspective on new AI initiatives.
• Every member of this organization uses Claude and other AI tools as a daily requirement. The AI Architect is expected to model this behavior and to actively explore how AI tooling can improve architectural practice itself.
• This role is based in the Denver metro area. Hybrid presence at the Greenwood Village office is expected, with occasional travel for client or leadership engagements.

TTEC operates AI systems at real enterprise scale - for clients including USAA, Progressive, and Goldman Sachs - in environments where reliability, compliance, and operational consistency are non-negotiable. The architectural challenges here are substantive: how do you govern a multi-model AI ecosystem across three delivery pillars without creating a bottleneck? How do you define the right boundary between deterministic automation and agentic AI? How do you build an architecture that can absorb the pace of change in the AI industry without requiring constant rework?

The anticipated range is 150,000-180,000 USD. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

This role exists because those questions need a dedicated, senior technical owner. If you are an architect who wants to work on problems that are genuinely hard - not just technically, but organizationally - and who wants to shape how a major BPO organization uses AI over the next several years, this is the role.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantages and allows every individual to bring value to the table in their own unique way.