Senior Solution Architect, AI & Platform

Be the one building AI-powered experiences where they matter most.

At •••••••, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Senior Solution Architect, AI & Platform
United States

Role Overview:
Enterprise customers rely on ••••••• to connect complex voice, cloud, network, and AI environments into experiences that are reliable, secure, scalable, and measurable. As a Senior Solution Architect, AI & Platform, you will serve as a technical authority for complex enterprise opportunities, owning architecture across telephony, networking, VDI, public cloud, APIs, and AI-powered solutions spanning self-service, agent assistance, journey management, and back-office automation.

You will partner with account teams, customers, Professional Services, Product Management, and Engineering to move strategic opportunities from technical discovery through validation and production pilots. Your architectural decisions will shape how conversational, generative, and agentic AI capabilities integrate into enterprise environments while meeting demanding requirements for performance, security, resilience, and cost.

This role offers direct visibility with CIO, CTO, and senior technical stakeholders and the opportunity to influence both customer architecture and ••••••• product direction. You will also expand the capabilities of the broader Solution Consulting organization through reusable architecture patterns, technical enablement, and field insight.

At •••••••, collaboration means bringing deep expertise together to solve meaningful customer challenges. In this role, you will help enterprises apply modern AI and cloud technologies to improve customer and employee experiences while influencing how those capabilities scale across complex environments.

Key Responsibilities:

• Lead technical discovery, architecture, whiteboarding, customized demonstrations, trial engagements, and value assessments that advance complex enterprise opportunities from evaluation to validated solution design
• Own end-to-end enterprise voice architecture across SIP trunking, WebRTC, Session Border Controllers, media paths, codec strategy, transcoding, failover, and carrier interconnect to deliver reliable real-time communications
• Drive network architecture decisions across OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, QoS, and firewall concepts, translating infrastructure choices into measurable voice quality, latency, and reliability outcomes
• Architect VDI and AWS solutions using technologies including EC2, Lambda, and EventBridge, balancing scalability, resilience, performance, and cost for contact center and remote-agent environments
• Design API and integration architectures spanning RESTful APIs, webhooks, event-driven patterns, authentication, and error handling to connect complex enterprise systems securely and reliably
• Architect production-ready AI solutions that combine LLMs, deterministic workflows, tools, orchestration, human handoffs, and fallback strategies to improve customer and employee experiences
• Design scalable RAG and enterprise knowledge architectures covering content structuring, chunking, embeddings, ranking, retrieval, and trusted knowledge integration
• Establish AI evaluation and observability frameworks that connect accuracy, retrieval quality, tool-call performance, containment, safety, drift, latency, and cost with customer and business outcomes
• Engineer contextual experiences using real-time customer data, interaction history, and conversation state while optimizing model selection, caching, context management, throughput, reliability, and cost
• Connect ••••••• Cloud AI capabilities and emerging interoperability approaches, including Model Context Protocol (MCP) and agent-to-agent (A2A), to practical enterprise use cases and measurable customer outcomes
• Influence product direction by translating field insights into actionable guidance for Product Management and Engineering and participating in beta testing of emerging cloud capabilities
• Scale technical capability across Solution Consulting, partners, and account teams through reusable blueprints, accelerators, workshops, training, technical escalation support, and collaboration with ••••••• Customer Care
• Represent ••••••• at industry events and support RFI/RFP and contracting activities by clearly connecting architectural decisions to technical requirements and business value

Required Qualifications:

• Deep hands-on expertise in SIP trunking design and troubleshooting, WebRTC, and Session Border Controllers, including SIP signaling, media negotiation, and carrier integration
• Strong background in OSPF, BGP, MPLS, SD-WAN, NAT/CGNAT, routing, QoS, and firewall concepts governing real-time media performance
• Demonstrated experience architecting and supporting VDI environments for contact center and remote-agent populations
• Strong AWS architecture expertise, including EC2, Lambda, and EventBridge, with the ability to evaluate and justify design decisions across scalability, resilience, performance, and cost
• Deep experience with RESTful APIs, event-driven architecture, authentication patterns, and complex enterprise system integration
• Demonstrated ability to make and defend architectural tradeoffs across security, reliability, scalability, latency, cost, and enterprise requirements
• Proven ability to communicate complex architecture decisions to technical, sales, and executive stakeholders
• Ability and willingness to travel approximately 50% of the time

Preferred Qualifications:

• 7+ years of relevant technical experience, including 5+ years in solutions engineering, technical presales, or technical services, with contact center industry experience strongly preferred
• Bachelor's degree in Electrical Engineering, Computer Science, or a related field
• Hands-on experience architecting enterprise AI solutions across machine learning, NLU/NLP, retrieval-based systems, LLMs, orchestration patterns, tool use, and agentic AI
• Demonstrated architectural judgment across model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk
• Experience designing real-time enterprise systems with secure data access, reliability controls, fallback paths, and failure handling
• Proficiency with AI-assisted development tools such as Cursor, OpenAI Codex, Kiro, or comparable platforms for rapid prototyping, integration work, and technical demonstrations
• Proven ability to deliver compelling technical demonstrations and presentations that connect architecture decisions to customer and business value
• Strong executive communication and presence, with experience influencing CIO, CTO, and other senior technical stakeholders alongside sales teams

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at •••••••

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – ••••••• is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at •••••••.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a ••••••• employee referred you, please apply using the link they shared so we can connect your application to their referral.

About •••••••:

•••••••® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. ••••••• Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit ••••••••••••••• 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at ••••••••••••••••••••••.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

••••••• is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.