Enterprise Contact Center Architecture

Innovatix Technology Partners; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Innovatix Technology Partners seeks a Principal Solutions Architect in Customer Success for a remote 12-month engagement. The role centers on leading digital CCaaS initiatives, bot design, IVR architecture, and cross-functional team leadership to deliver high-impact customer solutions.

You will design, develop, and maintain routing applications for Digital Virtual Agents and related AI agents, collaborating with product owners and project managers to guide delivery from concept to deployment

Qualifications

• 10+ years of experience with Digital CCaaS applications, routing, bots and development in relevant tools.
• 6+ years of experience with digital bots on platforms like Google Dialogflow and Amazon Lex; webhook/fulfillment experience required.
• Strong understanding of IVR architecture, web components, telephony, caching and diagnostic tooling.
• Excellent English communication, written and spoken, with client-facing experience.

Responsibilities

• Manage strategic project initiatives and ensure successful delivery.
• Lead design and development of routing applications for Digital Virtual Agents and related AI agents.
• Create development effort estimates with project managers and regional leads.
• Collaborate with Product Owner/Scrum Master to drive user story creation and team delivery.
• Perform testing, UAT support, and knowledge transfer at engagement end.
• Engage with customers across time zones and adjust hours as needed.

Skills

Customer-facing

Stakeholder communication

Solution architecture

Team leadership

Independent work

Digital CCaaS

Bot design

IVR architecture

AI tools knowledge

Education

BS/MS/BA in CS/Engineering

Tools

Dialogflow

Amazon Lex

Genesys

Webhook/Fulfillment

Job description

Role: Principal Solutions Architect, Customer Success

Duration: 12 Months

Mode of Work: Remote

Key Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design digital bot flows using our products using design best practices and awareness of product nuances.
• Work Independently, and with Genesys technical teams and business partners, to design, develop and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography.
• Work with Product owner, Scrum master to drive user story creation and ownership for SS&AI owned epics for IVR, Routing and bots. Lead the SS&AI team delivery.
• Present and demonstrate proposed digital bot solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.
• Communicate within the global community respecting cultural, language and time zone variations.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.
• Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.
• Work independently to provide customer technical consulting services to help drive the determination of key deliverables, outcomes, code best practices, and deployments.
• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.
• 10 + Years of experience with commercial Digital CCaaS applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus.
• 6+ Years of experience working with digital (and/or voice) bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills.
• Demonstrated Understanding of and experience with the effective use of generative and agentic AI tools.
• Demonstrated experience in a customer facing role and handled difficult customer situations and being a thought leader for effective client consulting.
• Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.
• Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and help define and create new product features.
• Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
• Excellent verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
• Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.