Lead CCaaS Architect for AI-Driven CX & IVR

Tential Solutions; Dresher (Montgomery County); On-site; USD 140,000 - 200,000; Full time

Job summary

Tential Solutions seeks a senior software architect to lead architecture for customer engagement platforms including CCaaS, IVR, IVA, and AI-powered solutions. You will drive design, governance, and scalable implementations while partnering with product owners and security teams.

Responsibilities include frontend/backend alignment, driving modern architecture patterns, and mentoring engineers to deliver robust, secure, and observable contact center solutions at scale.

Qualifications

• Minimum 8 years of Software Engineering experience with at least 2 years in a lead role.
• Proven ability to architect and deliver CCaaS and omnichannel solutions.
• Experience with IVR, IVA, and conversational AI platforms.
• Strong collaboration with Product Owners and cross-functional teams.

Responsibilities

• Define architecture and technical standards for customer engagement platforms.
• Lead design efforts for contact center modernization and integrations.
• Evaluation and implementation of AI-powered engagement capabilities.
• Establish integration patterns, governance, and security standards.
• Provide technical leadership to scrum teams and mentor staff.
• Collaborate with security, compliance, and enterprise architecture teams.

Skills

Software architecture

CCaaS platforms

IVR/IVA

AI-powered CX

Agile/Scrum

DevOps tooling

.NET ecosystem

SQL/Databases

Tools

NICE CXone

Genesys Cloud

Five9

Amazon Connect

Cisco Webex Contact Center

Job description

Tential Solutions seeks a senior software architect to lead architecture for customer engagement platforms including CCaaS, IVR, IVA, and AI-powered solutions. You will drive design, governance, and scalable implementations while partnering with product owners and security teams.

Responsibilities include frontend/backend alignment, driving modern architecture patterns, and mentoring engineers to deliver robust, secure, and observable contact center solutions at scale.