Principal Technical Architect

Tekgence Inc; Denver (CO); On-site; USD 130,000 - 180,000; Full time

Job summary

A leading company in technology consulting is hiring a Principal Technical Architect to oversee technical leadership and application design for their Contact Center ecosystem. The ideal candidate will guide solutions integrating telephony, CRM, and AI-driven analytics, while collaborating cross-functionally to achieve operational excellence. This role demands strong software engineering expertise and significant experience in enterprise architecture.

Qualifications

• 7-10 years of progressive experience in software engineering/architecture.
• Experience in solutions design and enterprise architecture.
• In-depth knowledge of IVR and Call Center technologies.

Responsibilities

• Lead architectural planning for Contact Center deployments.
• Collaborate with stakeholders on modernization roadmaps.
• Provide direction to junior team members.

Skills

Leadership

Technical Architecture

Software Engineering

Collaboration

Problem-solving

Education

Bachelor's Degree

Tools

Cisco

Google Cloud Contact Center AI

Microsoft Dynamics

Amazon Connect

Job description

1 week ago Be among the first 25 applicants

Direct message the job poster from Tekgence Inc

Talent Acquisition Specialist at TEKgence - Now Hiring

Principal Technical Architect

Duration: 6 months right to hire

Locations (onsite three days a week at one location)

• 6360 Sprint Pkwy, Overland Park, Kansas, 66251

• 22309 30th Dr SE, Bothell, Washington, 98021

Notes from Meeting:

• IVR with focus on contact ctr as a whole and they are transitioning to cloud expansion on MS cloud for metro biz unit,

• 60% premise work, 30% split between connectivity of SBBC and the other half cloud – working on hybrid and VPO connect

• Leadership but collaboration

• Provide direction to junior members on team

• Work alongside other leaders to collaborate and present “winning together” mentality

• 7-10 years of progressive experience in software engineering/enterprise architecture/technology leadership across multiple products, systems and/or platforms coupled with strong business acumen and executive presence.

• 7-10 years’ experience working in solutions design and enterprise architecture delivering IT solutions.

• 7-10 years’ experience in Enterprise applications, PLM, middle-tier services, database, storage, distributed computing, virtualization and/or application technology.

Nice to haves:

Job Overview

The Principal Technical Architect is responsible for application design and implementation in the Contact Center ecosystem. While this position includes hands-on development work, it also focuses a majority of the time on technical leadership, which includes code reviews, coaching engineers, documenting and evolving coding standards and best practices, performing data modeling, participating in advanced troubleshooting of production and pre-production systems, and authoring frameworks and utilities to improve the efficiency of the engineering staff within T-Mobile Customer Contact Experience team. They own the creation and documentation of roadmaps and active participation and collaborative engagement on architectural, technological and infrastructural discussions for both current ecosystem and short- and long-term future strategy. Partner with business domains on business, financial and technical planning.

Job Responsibilities:

• Collaborate cross-functionally with stakeholders to deliver Contact Center modernization roadmaps, aligning technical innovation with customer experience objectives and operational efficiency.

• Drive the exploration and adoption of Generative AI solutions to enhance automation, improve customer experience, and optimize agent performance within Contact Center operations.

• Apply in-depth understanding of IVR, CTI, call routing, and agent desktop frameworks, along with compliance and security best practices in the Contact Center space.

• Architect solutions that seamlessly integrate telephony, CRM, AI-driven analytics, omnichannel engagement, and real-time reporting systems.

• Demonstrate expert knowledge of industry-leading Contact Center platforms and ecosystems, including Cisco, Google Cloud Contact Center AI, Microsoft Dynamics/Teams, Amazon Connect, and other sector leaders.

• Provide technical leadership in the design and implementation of Contact Center technologies, ensuring alignment with enterprise standards and long-term business goals.

• Lead architectural planning and delivery for large-scale Contact Center deployments, with emphasis on enterprise-grade scalability, high availability, and complex systems integration.

• Practical experience with Cisco Unified Contact Center Enterprise (UCCE) environments, including configuration, deployment, and ongoing optimization.

• Demonstrated experience in IVR Natural Language Processing (NLP), Text-to-Speech (TTS), and Speech-to-Text (STT) application creation, deployment, and optimization.

• Partners with Digital Architects evangelize Architecture principles and best practices across the organization.

• Serves as a Lead or contributing Architect on multiple strategic projects representing and driving architectural design decisions for T-Mobile systems.

Innovation and Leadership

• Maintains accountability for solution designs all the way to deployment.

Technology and System

• Owns overall architecture for multiple capabilities across multiple systems.

• Collaborates across the Enterprise on frameworks, standards and libraries.

• Supports product lifecycle from business discussions through test/deploy as it relates to requirement refinement and data designs business needs.

• Creates scalable, extensible designs (for high complexity initiatives) that are easy to implement and perform and follows architecture standards for IT system design and enable success for IT teams.

• Proactively identifies, addresses and escalates (if needed) when solutions are overly complex or will compromise implementation.

• Develops proof-of-concept (POC) and prototypes to help illustrate approaches to technology and business problems.

Project Management

• Works closely with the business during ideation and vision stages of new projects – helping define solution options to drive business case development prior to project funding and start-up.

• Provides support to Senior Architects on assessments and work-effort estimates for the business and routinely as part of the project intake process for our architecture team.

• Relationship and People Management

• Communicates solution designs clearly in multiple modes of communication – diagrams, documents, verbally.

• Works with Business and IT partner teams to understand and document system requirements for data, SLAs/service levels, user experience, archiving/legal requirements, training, data governance, and performance.

• Conducts peer reviews to solicit feedback on materials created.

• Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications:

• Education: Bachelor's Degree, in lieu of degree, equivalent industry experience may be considered.

• 7-10 years of progressive experience in software engineering/enterprise architecture/technology leadership across multiple products, systems and/or platforms coupled with strong business acumen and executive presence.

• 7-10 years’ experience working in solutions design and enterprise architecture delivering IT solutions.

• 7-10 years’ experience in Enterprise applications, PLM, middle-tier services, database, storage, distributed computing, virtualization and/or application technology.

• Knowledge, Skills and Abilities:

• Software Engineering

“Tekgence is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply”

Thanks

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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