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About the Role

The Architect, Product Development is a technical leadership role responsible for delivering AI-powered Customer Experience (CX) and contact center solutions. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments. The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness. The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams.

Responsibilities

Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence.
Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products.
Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams.
Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms.
Lead technical design reviews, implementation planning activities, and delivery readiness efforts.
Identify and manage technical risks, dependencies, and implementation challenges.
Research and evaluate emerging AI, customer experience, and contact center technologies.
Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.

Requirements

8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
Prior experience managing engineers, technical leads, or software development teams.
Proven experience delivering complex software implementations across multiple teams and stakeholders.
Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions.
Working knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems.
Experience creating and presenting architecture diagrams and technical solution designs.
Strong communication, leadership, and stakeholder management skills.
Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies.
Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions.
Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies.
Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems.
Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations.
Experience with AWS, Azure, or multi-cloud environments.
Familiarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies.

Skills

AI
Customer Experience (CX)
Contact Center Solutions
Google AI technologies
Conversational AI
Virtual Agents
Agent Assist
AI-powered customer experience solutions
Google Cloud Platform (GCP)
Kubernetes
Cloud-native architectures
APIs
Microservices
Distributed systems
Architecture diagrams
Technical solution designs
Communication
Leadership
Stakeholder management
Google CCAI
Vertex AI
Gemini
Dialogflow
Genesys Cloud
Amazon Connect
NICE CXone
Five9
Cisco Webex Contact Center
CCaaS solutions
Telephony concepts
SIP-based communications
Voice routing
Contact center ecosystems
DevOps practices
CI/CD pipelines
Observability
SaaS product operations
AWS
Azure
Multi-cloud environments
AWS Bedrock
Azure AI/Copilot
OpenAI
Anthropic
Enterprise AI technologies

Location

Remote

Work Type

Remote

Experience Level

8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
Prior experience managing engineers, technical leads, or software development teams.

Salary/Compensations

$140,000 - $165,000 a year

About the Company

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

Equal Opportunity

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.