Solution Architect - Conversational AI BFSI Industry

Description :

Role : Solution Architect - Conversational AI BFSI Industry

Location Options : Bay Area - CA preferred

Role Overview

The Conversational AI and Contact Center Architect is responsible for designing, developing, and deploying intelligent conversational solutions for modern contact centers. This role blends expertise in AI technologies, conversational design, and contact center operations to create seamless customer and agent experiences using platforms like Dialogflow, Amazon Lex, Agent Assist, and AI-driven insights

Key Responsibilities

• Architect and implement AI-powered virtual agents, chatbots, and voice assistants for contact center environments
• Design conversational user experiences, including dialog flows, intents, entities, and responses, ensuring natural, human-like interactions
• Integrate AI solutions with existing contact center platforms and telephony systems.
• Perform High-Level Design (HLD), Low-Level Design (LLD), and Architecture & Security Design.
• Integrate with REST APIs, ServiceNow APIs, and other ITSM and Contact Centre application APIs.
• Utilize DevOps and CI / CD tools for continuous integration and deployment.
• Leverage GenAI / LLMs like Azure OpenAI, Google Vertex AI, and LangChain in projects.
• Apply Agile methodology to manage and deliver projects effectively.
• Define use cases mapped to business goals, and prioritize as per the roadmap.
• Collaborate with business stakeholders to translate requirements into scalable conversational solutions.
• Apply best practices in conversational design, including context management, persona development, and style guides
• Monitor, analyze, and optimize deployed conversational AI systems using analytics and insights tools.
• Ensure solutions meet compliance, security, and data privacy standards.
• Hands-on experience with MS Bot Framework, Amazon Lex, Dialogflow ES / CX, IBM Watson, AudioCodes, Twilio, Genesys, AWS Connect
• Proficiency in relevant programming languages (e.g., Python, JavaScript) and API integrations.
• Deep understanding of natural language processing (NLP), machine learning, and AI concepts as applied to contact centers.
• Experience with contact center technologies and integrations (IVR, CRM, telephony)
• Prior experience in designing, developing, and deploying enterprise-grade AI solutions for customer service is highly desirable.
• Strong knowledge of Agile delivery, DevOps, and CI / CD tools.
• Excellent understanding of GenAI / LLMs and experience in defining and prioritizing use cases.

Qualifications : (Please list all required qualifications)

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