Senior CCaaS & AI Experience Architect

Ascensus; Missouri; On-site; USD 150,000 - 200,000; Full time

Job summary

Ascensus is seeking an experienced Software Architect to provide architectural leadership for customer engagement and contact center technologies, including CCaaS, IVR, IVA, and AI-enabled solutions. You will guide integration with CRM platforms, identity services, and enterprise apps while balancing customer experience with security and regulatory needs.

You will design patterns, provide oversight to scrum teams, mentor staff, and drive scalable, observable, and maintainable solutions across

Qualifications

• Minimum 8 years of Software Engineering experience with a lead role.
• Experience architecting CCaaS and customer engagement platforms.
• Experience integrating CCaaS with CRM solutions and enterprise APIs.
• Proficiency in AI-enabled engineering tools and guardrails.

Responsibilities

• Define architecture and technical standards for customer engagement platforms.
• Lead architecture and solution design for contact center modernization initiatives.
• Evaluate and implement AI-powered customer engagement capabilities.
• Establish integration patterns and governance for CCaaS platforms.

Skills

Leadership

Mentoring

Communication

Agile/Scrum

DevOps tooling

Problem solving

Tools

NICE CXone

Genesys Cloud

Five9

Amazon Connect

Salesforce Service Cloud

Dynamics 365

.NET ecosystem

Job description

Ascensus is seeking an experienced Software Architect to provide architectural leadership for customer engagement and contact center technologies, including CCaaS, IVR, IVA, and AI-enabled solutions. You will guide integration with CRM platforms, identity services, and enterprise apps while balancing customer experience with security and regulatory needs.

You will design patterns, provide oversight to scrum teams, mentor staff, and drive scalable, observable, and maintainable solutions across