Arquitecto de Soluciones

We are seeking a Solutions Architect – Customer Care to design and deliver scalable, secure, and AI-enabled customer care solutions across voice and digital channels.

This role sits at the intersection of business, customer experience, and technology, supporting large-scale automation initiatives including conversational AI, omnichannel contact centers, and backend integrations.

The architect will play a key role in transforming customer care through cloud platforms, AI-driven automation, and data-driven decisioning, working closely with delivery teams, vendors, and business stakeholders.

Key Responsibilities | Responsabilidades Clave

1. Requirements Analysis & Solution Design

• Partner with Customer Care, CX, and Operations leaders to identify pain points, inefficiencies, and automation opportunities.
• Translate business requirements into end-to-end technical architectures, including integrations, APIs, automation flows, and AI components.
• Design solutions aligned with omnichannel journeys (IVR, WhatsApp, chat, email, digital self-service).
• Ensure architectural alignment with enterprise standards for scalability, resilience, security, and cost efficiency.

2. Technology Architecture & Implementation

• Lead solution design and technical governance for customer care platforms such as Genesys Cloud, Salesforce Service Cloud, AWS, and related AI/chatbot technologies.
• Define and validate integrations with CRM, billing, OSS/BSS, knowledge bases, and internal APIs.
• Collaborate with development teams to implement cloud-native solutions using Amazon Web Services or Google Cloud Platform.
• Ensure compliance with security, privacy, and regulatory requirements (e.g., GDPR, CCPA, PCI where applicable).

3. AI & Automation Enablement

• Support the design and rollout of AI-driven automation, including virtual agents, intent detection, routing logic, and self-service capabilities.
• Work with data, AI, and engineering teams to enable analytics, observability, and performance monitoring for automated journeys.
• Participate in evaluation and adoption of emerging technologies such as generative AI, agentic workflows, and predictive analytics.

4. Process & Journey Optimization

• Map customer journeys end-to-end and redesign workflows to improve FCR, AHT, containment, and CSAT.
• Identify opportunities to shift volume from assisted channels to digital and automated experiences.
• Ensure solutions are designed with operational simplicity and agent usability in mind.

5. Stakeholder & Vendor Management

• Act as a technical bridge between business teams, delivery squads, and external vendors.
• Provide architectural guidance during vendor selection, solution design reviews, and delivery phases.
• Support training and knowledge transfer for operations and support teams.

6. Performance Monitoring & Continuous Improvement

• Define technical KPIs and support dashboards related to solution performance and customer outcomes.
• Analyze data and feedback to recommend improvements and evolution of deployed solutions.
• Contribute to roadmap planning and prioritization of future enhancements.

AI & Cloud Observability

• Design and oversee observability frameworks for AI-driven customer care solutions, ensuring end-to-end traceability across models, tools, APIs, and customer journeys.
• Define architectural patterns for logging, metrics, tracing, and evaluation of AI agents, including intent accuracy, response quality, latency, and failure modes.
• Ensure integration between technical telemetry and business KPIs (e.g., containment, FCR, CSAT, automation rate).
• Collaborate with platform and cloud teams to ensure solutions meet reliability, scalability, and availabilitystandards in production environments.
• Support cost and usage visibility for AI workloads, contributing to token usage monitoring, budget controls, and optimization strategies

Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• Master's degree is a plus.

Experience

• 5+ years of experience as a Solutions Architect, Technical Consultant, or similar role, preferably within Telecom or large-scale Customer Care environments.
• Proven experience delivering contact center, omnichannel, or CX technology solutions.
• Hands-on experience working with multiple vendors and complex enterprise ecosystems.

Technical Skills

• Strong knowledge of cloud architectures, APIs (REST/gRPC), microservices, and integration patterns.
• Experience with contact center platforms (Genesys Cloud, Salesforce Service Cloud, Twilio, or similar).
• Familiarity with AI/ML concepts, conversational AI, chatbots, and automation frameworks.
• Understanding of workflow automation, orchestration, and event-driven architectures.
• Experience working in Agile delivery environments (Scrum / Kanban).

Soft Skills

• Excellent communication skills, with the ability to explain complex technical topics to non-technical audiences.
• Strong analytical and problem-solving mindset.
• Ability to operate in a fast-paced, multi-stakeholder environment.
• Fluent in Spanish and English (spoken and written).

A comentar

Nivel mínimo de educación: Master (Graduado)