Lead Software Architect, AI & Platform Innovation

Lead Software Architect AI & Platform InnovationRemote (U.S.)Help Define the Next Generation of AI-Powered Customer ExperienceWe're looking for a highly technical, hands-on Lead Software Architect to help shape the future of our cloud contact center platform.This is not a traditional ivory-tower architecture role.You'll work across engineering, product, and platform teams to solve complex technical challenges, create architectural direction for strategic initiatives, and rapidly prototype ideas that become customer-facing capabilities. You'll have the opportunity to influence the future of AI within a large-scale contact center ecosystem while helping establish an architecture practice that will grow around you.If you're the kind of architect who still loves building, experimenting, coding, and turning ideas into working solutions, we'd love to talk.Why This Role Is ExcitingHelp build the next generation of AI-powered customer engagement solutionsInfluence architecture across a large-scale cloud platformPartner directly with senior engineering leaders, architects, and product teamsPrototype new capabilities and accelerate innovation from concept to productionBe one of the foundational members of a growing architecture organizationWork on high-impact initiatives that span multiple engineering teams and product areasShape how AI is incorporated into customer experience and contact center technologiesWhat You'll DoDefine architecture and technical direction for key platform initiativesPartner with engineering managers, architects, product leaders, and development teams across the organizationTranslate business and product capabilities into scalable technical solutionsCreate architectural designs, prototypes, and proof-of-concepts that accelerate deliveryEvaluate emerging AI technologies and identify opportunities to improve products and engineering effectivenessDrive technical decisions across cloud-native systems and distributed architecturesMentor engineers and influence best practices without direct people management responsibilityContribute hands-on code and technical solutions when neededServe as a trusted technical leader across multiple product domainsWhat Makes Someone Successful HereYou are:Highly self-directed and comfortable operating with broad ownershipEqually comfortable discussing strategy and writing codeAble to quickly understand complex systems and identify opportunities for improvementCurious about AI and actively applying modern AI tools and techniquesPassionate about building products, not just reviewing designsSkilled at influencing teams and gaining alignment across organizationsEnergized by solving ambiguous, high-impact technical challengesRequired Qualifications10+ years of software engineering experience with progressive technical leadershipSignificant software architecture experience in large-scale SaaS or cloud environmentsStrong hands-on development background in JavaStrong experience with AWSExperience designing distributed, scalable, highly available systemsExperience working across multiple engineering teams and technical stakeholdersDemonstrated ability to move from concept through implementationStrong understanding of modern software engineering practices and cloud-native architecturesPreferred QualificationsContact Center as a Service (CCaaS) experienceCustomer experience, communications, telephony, workforce engagement, or customer interaction platform backgroundAI, machine learning, generative AI, agent-assist, automation, or analytics experienceExperience building prototypes and validating new product conceptsPrior experience serving as a lead architect or principal engineer in a SaaS organizationIdeal BackgroundsWe are especially interested in architects coming from:CCaaS providersCustomer experience platformsEnterprise SaaS organizationsCommunications and telephony technology companiesCloud-native software companies building AI-enabled productsWhat Will Set You ApartDeep understanding of the contact center industry and where it is headedA track record of turning architecture into working productsStrong AI fluency with practical implementation experienceEvidence of delivering technical innovation, not simply documenting solutionsThe ability to identify business opportunities and transform them into scalable platform capabilities