Senior Manager – AI Enablement, Servicing & Contact Center Architecture
Location
Connecticut
Posted
5 days ago
Salary
$149.3K - $248.8K / year
Seniority
Senior
Job Description
Job Requirements
- 15+ years' of experience in software and solution architecture
- 5+ years' in senior or director-level architecture roles in a product organization
- Deep, hands-on experience architecting Amazon Connect–based contact center solutions in large enterprise environments
- Strong background in modern application development, including APIs, microservices, event-driven architectures, and cloud-native design
- Proven experience designing and governing enterprise-scale, customer-facing platforms with high availability and reliability requirements
- Demonstrated ability to influence and lead across matrixed engineering, product, and operations organizations
- Excellent executive-level communication and stakeholder management skills
- Experience with Workforce Management (WFM) platforms and their integration with contact center and voice solutions highly desired
- Hands-on experience with conversational AI, speech recognition, NLP, and AI-enabled self-service platforms highly desired
- Proven success modernizing legacy IVR and telephony platforms to cloud-native and AI-driven solutions highly desired
- Background in healthcare or other highly regulated industries, including security and compliance considerations highly desired
- Experience supporting 24x7 production platforms with high transaction volumes highly desired
- Familiarity with global delivery models, offshore partnerships, and strategic technology vendors highly desired
Benefits
- health-related benefits including medical, vision, dental, and well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
- annual bonus plan
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