Principal Architect

Infosys; Bentonville (AR); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays & PTO

Job summary

Infosys is seeking an Engineering Principal to lead customer experience transformation initiatives across contact centers and digital channels. You will collaborate with clients to translate business needs into scalable AI-enabled solutions, guiding design and implementation across CCaaS platforms, NLP/NLU, and cloud architectures.

The role requires deep engagement with stakeholders, Pro‑sales activities, and delivering high-impact, multi-industry CX modernizations while aligning with enterprise

Qualifications

• Bachelor's degree or foreign equivalent is required, with relocation/travel possible.
• This role may require relocation and/or travel to work/project location.
• US work authorization without visa sponsorship is required; Infosys cannot sponsor now or in the future.

Responsibilities

• Collaborate with stakeholders to align requirements with market needs and trends.
• Guide design principles to ensure feasibility, cost-effectiveness, and technical accuracy; lead solution concepts.
• Oversee creation and validation of solution specifications aligned with business goals.
• Direct prototyping and testing to meet engineering standards.
• Lead technical integration to ensure system performance and quality.
• Drive performance optimization initiatives with measurable benchmarks.

Skills

AI/CX Transformation

Conversational AI

CCaaS Platforms

NLP/NLU

Cloud Architecture

Stakeholder Management

Pre-sales & Advisory

Education

Bachelor's degree or foreign equivalent

Tools

AWS

Azure

GCP

Salesforce

Dynamics 365

ServiceNow

Pega

Job description

Overview

The Infosys Retail, Consumer Goods, and Logistics unit stands as a globally respected partner of choice, dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. Our unit offers a dynamic forum where projects and teams can effectively learn, adopt, and excel in all technologies. We foster a vibrant community that leverages shared skills and experiences to deliver high-quality, value-enhanced solutions. Join us and become part of a team that drives innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector. Together, we can shape the future of these industries and achieve remarkable success.

Overview

The Infosys Retail, Consumer Goods, and Logistics unit stands as a globally respected partner of choice, dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. Our unit offers a dynamic forum where projects and teams can effectively learn, adopt, and excel in all technologies. We foster a vibrant community that leverages shared skills and experiences to deliver high-quality, value-enhanced solutions. Join us and become part of a team that drives innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector. Together, we can shape the future of these industries and achieve remarkable success.

In the assigned Job Role of Engineering Principal, your Area Of Responsibility will be as below:

• Collaborate with stakeholders to align requirements with current and future market needs, while analysing trends and emerging technologies
• Guide on design principles to ensure feasibility, cost-effectiveness, and technical accuracy and lead conceptualization and development of innovative solutions aligned with industry advancements
• Guide the creation and validation of solution specifications, ensuring alignment with business goals and recommended optimizations
• Oversee prototyping and testing to ensure high-quality, functional prototypes that meet engineering standards
• Direct technical integration, ensuring systems meet functional and performance criteria
• Lead performance optimization initiatives, setting benchmarks and recommending improvements based on system analysis

Your Contribution To The Team

• A strategic vision for aligning technical solutions with evolving business goals and industry trends
• Expertise in guiding cost-effective, technically sound, and innovative design solutions
• Strong client and stakeholder management skills to bridge technical and business needs.
• A collaborative mindset to drive innovation and ensure project success.
• Ability to lead design conceptualization and implementation based on market insights

Required Skill And Experience

Contact Center & Customer Experience Transformation, AI-CC (AI Contact Center), AI-CX (AI Customer Experience), CCaaS Platforms (Amazon Connect, Genesys Cloud CX, NICE CXone, Five9), Conversational AI, Generative AI, Agentic AI, Voicebots, Chatbots, NLP, NLU, Omnichannel CX, CRM Platforms (Salesforce, Dynamics 365, ServiceNow, Pega), API & Middleware Integrations, Cloud Architecture (AWS, Azure, GCP), Customer Journey Transformation, Solution Architecture, Enterprise Consulting, Executive Stakeholder Management, Large-scale CX Modernization Programs, Global Delivery Leadership, Pre-sales & Advisory.

Preferred Skill And Experience

Amazon Bedrock, Amazon Lex, Google Dialogflow/CCAI, Kore.ai, Azure OpenAI, Microsoft Copilot, RAG-based Knowledge Solutions, Real-time Speech Analytics, Voice Intelligence, Contact Center Analytics, Workforce Engagement Management (WEM), AI Observability, Customer Intent Mining, Process Automation, Data & Analytics, Healthcare Domain, Banking & Financial Services Domain, Insurance Domain, Telecommunications Domain, Public Sector/State Government Experience, AWS Solution Architect Certification, Amazon Connect Certification, Genesys Cloud CX Certification, NICE CXone Certification, PMP/SAFe/CBAP Certifications, Business Development, GTM Strategy, Thought Leadership, Practice Building, Multi-million Dollar Transformation Engagements.

Additional Required Qualifications

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.