Solutions Architect

Pinnacle Talent Placement; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

Pinnacle Talent Placement is seeking an experienced Conversational AI Architect to design and lead enterprise-scale conversational AI and contact-center solutions across voice and digital channels. This remote role requires 10+ years in technology/CCaaS and 3+ years in Conversational AI architecture, with hands-on work on NiCE CXone, Genesys Cloud CX, or Amazon Connect.

You will collaborate with CX, engineering, cloud, security, data, and operations teams to modernize contact-center environments

Qualifications

• 10+ years of overall technology/contact-center experience.
• 3+ years of Conversational AI architecture.
• Experience with CCaaS platforms and enterprise-scale deployments.

Responsibilities

• Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels.
• Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human‑agent escalation.
• Translate customer-service requirements into scalable conversational AI architectures.
• Establish reusable architecture patterns and standards for enterprise conversational AI.
• Provide architecture leadership across one or more major contact‑center platforms (NiCE CXone, Amazon Connect).

Skills

CCaaS architecture

Conversational AI

Generative AI

IVR & voice bots

Chatbots & agent assist

CX design

Cloud & security

Cross-functional leadership

Tools

NiCE CXone

Amazon Connect

Genesys Cloud CX

Cyara

AWS AI services

Dialogflow

Job description

Conversational AI Architect – Contact Center & CX

Status: Must be legally eligible to work where you live.

Resume must be in English

Location: Remote

Role Overview

We are seeking an experienced Conversational AI Architect to design and lead enterprise-scale conversational AI and contact-center solutions across voice and digital channels.

10+ years of overall relevant technology/contact-center experience, culminating in 3+ years of Conversational AI architecture.

The ideal candidate combines strong Contact Center / CCaaS architecture expertise with hands‑on knowledge of Conversational AI, Generative AI, IVR, voice bots, chatbots, agent-assist solutions, and customer experience automation.

This individual should have deep experience with platforms such as NiCE CXone, Genesys Cloud CX and/or Amazon Connect, along with strong knowledge of Cyara for automated testing, validation, performance testing, and customer journey assurance.

The architect will work with business, CX, engineering, cloud, security, data, and operations teams to modernize traditional contact-center environments and implement scalable AI‑powered customer experiences.

Key Responsibilities

Conversational AI & CX Architecture

• Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels.
• Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human‑agent escalation.
• Translate customer‑service requirements into scalable conversational AI architectures.
• Define patterns for intent recognition, conversation orchestration, context management, knowledge retrieval and transaction execution.
• Architect seamless handoffs between AI/virtual agents and live contact‑center agents while preserving customer and conversation context.
• Establish reusable architecture patterns and standards for enterprise conversational AI.

Provide architecture leadership across one or more major contact‑center platforms:

• NiCE CXone
• Amazon Connect

Understand enterprise capabilities including:

• IVR and call flows
• ACD and intelligent routing
• Skills‑based routing
• CTI
• Call recording
• Contact‑center analytics
• Speech analytics
• Real‑time agent assistance
• Outbound engagement
• Reporting and operational monitoring

Evaluate existing legacy contact‑center environments and develop modernization and migration strategies toward cloud‑based CCaaS and AI‑enabled architectures.

Conversational & Generative AI

Design solutions leveraging technologies such as:

• Automatic Speech Recognition (ASR/STT)
• Intent classification and entity extraction
• Conversational orchestration
• Generative AI and Large Language Models
• Retrieval‑Augmented Generation (RAG)
• AI Agent / Agentic AI architectures
• Prompt management and guardrails
• Conversation memory and context
• AI‑based call summarization
• Sentiment and conversation analytics

Experience with technologies such as Amazon Lex, Amazon Bedrock, AWS AI services, Google Dialogflow, Azure AI, OpenAI or similar platforms is highly desirable.

Strong understanding of AWS services commonly used in contact‑center