Architect, Product Development

Remote; San Francisco (CA); On-site; USD 170,000 - 230,000; Full time

Job summary

TTEC Digital in San Francisco is seeking an Architect, Product Development to lead AI-powered CX initiatives across our product portfolio. You will guide engineers and technical leads, coordinate multi-team deployments, and shape solution designs with a focus on scalable cloud-native architectures.

The role emphasizes leadership, architecture, and hands-on oversight to drive successful customer deployments and ongoing product innovation.

Qualifications

• 8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
• Experience leading engineers, technical leads, or software teams.
• Proven delivery of complex software across multiple teams and stakeholders.
• Experience with Google AI technologies, conversational AI, virtual agents, or AI-powered CX solutions.
• GCP, Kubernetes, cloud-native architectures, APIs, microservices, distributed systems.
• Ability to create and present architecture diagrams and technical designs.
• Strong communication, leadership, and stakeholder management skills.

Responsibilities

• Lead, mentor, and develop engineers and tech leads, driving accountability and excellence.
• Drive delivery of product initiatives, platforms, and customer deployments.
• Coordinate execution across Engineering, QA, DevOps, PM, Architecture, and Professional Services.
• Develop solution designs, architecture diagrams, and implementation approaches.
• Lead design reviews, planning activities, and delivery readiness.
• Identify and manage technical risks, dependencies, and challenges.
• Research emerging AI and CX technologies and evaluate integrations.

Skills

Technical leadership

Solution architecture

Team management

Cloud platforms (GCP)

Kubernetes

APIs & microservices

AI CX

Communication

Tools

Lucidchart

Visio

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Architect, Product Development is a technical leadership role within TTEC Digital's Product Development organization, responsible for delivering AI-powered Customer Experience (CX) and contact center solutions across the company's proprietary product portfolio. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments. The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness. The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time.

What You'll Be Doing

• Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence.
• Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products.
• Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams.
• Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms.
• Lead technical design reviews, implementation planning activities, and delivery readiness efforts.
• Identify and manage technical risks, dependencies, and implementation challenges.
• Research and evaluate emerging AI, customer experience, and contact center technologies.
• Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.

What You'll Bring to the Role

• 8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
• Prior experience managing engineers, technical leads, or software development teams.
• Proven experience delivering complex software implementations across multiple teams and stakeholders.
• Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions.
• Working knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems.
• Experience creating and presenting architecture diagrams and technical solution designs.
• Strong communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies.
• Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions.
• Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies.