Title: Lead Engineer- Call Centre Applications
Location: Saint Loius, MO (hybrid or remote)
Duration: 12+ Months
Video Interview
Job Description: -
Overview
Client Global Customer Delivery & Care (GCD&C) organization delivers world-class B2B and B2C customer experiences across multiple service channels. As part of the Customer Experience (CX) Technology team, we leverage modern software and Agile practices to develop self-service and automated solutions that are scalable, secure, and customer-centric.
We are seeking an experienced Application/System Architect to design and lead the architecture of our next-generation conversational AI voice platform. This role will be pivotal in shaping how we modernize customer interactions, moving from legacy IVR to intelligent, natural language driven experiences. The ideal candidate will have deep expertise in enterprise system design, contact center technologies, and AI/ML enabled voice applications, with a proven ability to balance innovation, scalability, and resilience.
Role Responsibilities
As a Lead Application Engineer, you will:
- Partner with Principal Solution Architect to define the end-to-end architecture for conversational AI voice solutions, including intent capture, caller identification, natural language processing, text-to-speech, and orchestration layers
- Ensure system designs align with enterprise standards for security, resiliency, performance, and compliance
- Lead architectural decision-making on cloud-native, microservices, and API-first frameworks
- Partner with product owners, engineers and conversational designers to ensure requirements translate into scalable designs
- Establish architectural guardrails, integration patterns, and documentation for engineering teams
- Conduct architecture reviews and maintain up-to-date end-to-end interaction flow documentation across customer-facing services
Key Responsibilities within GCD&C CX Technology
- Own the application-level architecture design for conversational voice experiences
- Define and maintain architectural blueprints and ensure alignment with Client enterprise architecture standards
- Collaborate across scrum teams and application architects to ensure seamless integration and solution consistency
- Participate in governance forums to review technical decisions, manage risk, and ensure compliance with Client policies