Senior Cloud & AI-Driven Contact Center Architect

U.S. Bank

Irving (TX)

On-site

USD 133,000 - 157,000

Full time

3 days ago

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Benefits offered by this job

Healthcare

Retirement plan

Paid vacation

Paid holidays

Adoption assistance

Parental leave

Job summary

U.S. Bank is seeking an experienced software engineering leader to modernize enterprise contact center platforms.

You will drive cloud adoption, AI-powered solutions, and multi-region AWS architectures while guiding complex integrations across CRM, telephony, and data platforms. The role requires strong technical leadership, incident management, and collaboration with product and operations teams to deliver scalable, resilient software that prioritizes performance and security in a regulated

Qualifications

Bachelor’s degree or equivalent work experience.
Six to eight years of relevant experience.
Strong hands-on AWS experience with expertise in Amazon Connect, Lambda, API Gateway, DynamoDB, S3, Kinesis, IAM, and cloud-native architectures.
Proficiency in Java, Python, Node.js, and/or React, with experience developing and supporting cloud-based applications.
Experience with Generative AI, Conversational AI, Amazon Lex, AWS Bedrock, Contact Lens, Agent Assist, prompt engineering, and responsible AI governance.
Strong background in real‑time data streaming, event‑driven architectures, analytics platforms, and enterprise-scale system integrations.
Knowledge of security, compliance, and regulatory requirements within financial services or other highly regulated environments, including experience with tools such as Fortify, Black Duck, Twistlock, and Wiz.
Proven success in technical leadership, platform ownership, incident management, and leading distributed onshore/offshore teams, vendor partnerships, and complex delivery programs.

Responsibilities

Lead the modernization and transformation of enterprise Contact Center platforms, ensuring uninterrupted business operations and service availability.
Drive the adoption of AWS cloud technologies, Generative AI, AWS Bedrock, and Amazon Connect Contact Lens to improve platform capabilities and customer experiences.
Design and influence scalable, resilient, and fault-tolerant architectures leveraging multi-AZ and multi-region AWS environments.
Architect and support AWS-based Contact Center solutions utilizing Amazon Connect, serverless technologies, and cloud-native services.
Lead complex integrations across CRM platforms, telephony systems, data platforms, and other critical enterprise applications.
Design and deliver AI-powered Contact Center solutions, including Conversational AI, virtual assistants, voice/chat bots, and Agent Assist capabilities.
Develop and implement Agentic AI workflows, including multi-agent orchestration, tool integration, and intelligent automation solutions.
Establish and enforce engineering best practices related to software design, code quality, security, performance, and operational excellence.
Partner with Product, Architecture, Operations, and Business Leaders to align technology strategy and delivery with organizational objectives.
Lead incident management, platform reliability initiatives, and continuous improvement efforts while supporting delivery across blended employee, contractor, and vendor teams.