Application Architect

🔥 0 minutes ago

⚜️ Louisiana, Nebraska, +3 more states – Remote

⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🏖️ New Jersey – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏛️ Architect

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Ascensus

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2000

💼 Consulting

🛡️ Insurance

💸 Finance

💰 Secondary Market on 2019-02

Consulting • Insurance • Finance

Ascensus is a company that values its people and emphasizes a culture guided by principles such as integrity, quality, and a commitment to high standards. It provides administrative and recordkeeping services, focusing on helping individuals achieve financially secure retirements and ensuring quality education for children. Ascensus is dedicated to diversity, inclusion, and providing equal opportunities, making it a rewarding place to work. The company also offers a wide range of benefits to its employees, including student loan refinancing and healthy living programs.

📋 Description

• Provide architectural leadership for customer engagement and contact center technologies, including CCaaS, IVR, IVA, conversational AI, agent desktop, workforce optimization, digital channels, and CRM integrations • Define architecture and technical standards for customer engagement platforms and contact center modernization initiatives • Lead architecture and solution design, including integrations with CRM platforms, identity and authentication services, telephony providers, knowledge systems, and enterprise applications • Evaluate and implement AI-powered customer engagement capabilities such as virtual agents, voicebots, chatbots, intelligent call routing, authentication, call summarization, and agent-assist technologies • Establish integration patterns and governance standards for scalability, resiliency, observability, security, and maintainability • Align with Product Owners on roadmaps and provide technical direction and oversight to scrum teams • Lead, coach, and mentor technical staff • Establish standards, proofs of concept, and templates for efficient, high-quality software delivery • Design, prototype, and guide implementation of agent-based solutions in partnership with security, compliance, and enterprise architecture • Define standards for responsible AI and automation use across the software lifecycle • Evaluate AI-enabled tools and practices and drive adoption through reference implementations, guardrails, and templates • Participate in project discussions, remove technical impediments, and assist with estimates • Perform design and development for complex work as an active project contributor • Collaborate with Application Architects and Platform Architects to identify and confirm solutions • Own application architecture and technical execution within a program • Provide technical leadership when production issues require software engineering expertise • Protect, secure, and properly handle confidential Ascensus and client data

🎯 Requirements

• Minimum 8 years of Software Engineering experience, including a minimum of 2 years in a lead role • Experience architecting and delivering solutions using CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, or equivalent • Experience designing and implementing IVR, IVA, conversational AI, chatbot, voicebot, and omnichannel customer engagement solutions • Experience integrating CCaaS and customer engagement platforms with CRM solutions, identity providers, enterprise APIs, workflow engines, knowledge management systems, and backend applications • Experience with NICE CXone, Genesys Cloud, Five9, Amazon Connect, Cisco Webex Contact Center, or similar CCaaS platforms • Experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies • Knowledge of intelligent routing, skills-based routing, workforce engagement, call recording, quality management, authentication, fraud prevention, and analytics • Experience evaluating and implementing AI-powered customer service technologies, including agent-assist, speech analytics, knowledge retrieval, call summarization, and automation • Understanding of telephony, SIP, call flows, routing strategies, IVR design patterns, and cloud-based contact center architectures • Excellent communication and teamwork skills with ability to explain and influence architectural direction • Deep knowledge of development technologies and tools • Experience with Agile/Scrum, continuous integration, continuous delivery, and DevOps tooling and practices • Experience with multiple database platforms such as MS SQL Server, Sybase, Oracle, or similar • Expert-level proficiency with the .NET ecosystem • Proficiency with AI-assisted engineering tools for implementation, code review support, refactoring, and technical research, with human review and compliance with data/security policies • Practical experience designing, prototyping, or delivering agent-based or model-assisted application capabilities, including orchestration, tool/API integration, guardrails, observability, and production support • Strong troubleshooting and problem-solving skills in complex production and delivery environments • Must maintain an uninterrupted virtual workspace and have family care in place during business hours for virtual remote positions • Internet speed of 25 Mbps or better for individual use • Nice-to-have: customer authentication and fraud prevention solutions such as Pindrop • Nice-to-have: omnichannel customer journeys across voice, chat, SMS, email, and digital channels • Nice-to-have: Salesforce Service Cloud, Dynamics 365 Customer Service, or other CRM platforms

🏖️ Benefits

• Remote work arrangement • Uninterrupted virtual workspace requirement for remote positions • Family care expected to be in place during business hours • Internet work speed requirement of 25 Mbps or better for individual use • Equal Opportunity Employer • Reasonable accommodations for qualified individuals with disabilities • No requirement to purchase equipment; no payment requested