[Hiring] Architect, Product Development @TTEC Digital

Role Description

The Architect, Product Development is a technical leadership role within TTEC Digital's Product Development organization, responsible for delivering AI-powered Customer Experience (CX) and contact center solutions across the company's proprietary product portfolio. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments.

The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness.

The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time.

What You'll Be Doing

• Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence.
• Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products.
• Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams.
• Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms.
• Lead technical design reviews, implementation planning activities, and delivery readiness efforts.
• Identify and manage technical risks, dependencies, and implementation challenges.
• Research and evaluate emerging AI, customer experience, and contact center technologies.
• Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.

Qualifications

• 8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
• Prior experience managing engineers, technical leads, or software development teams.
• Proven experience delivering complex software implementations across multiple teams and stakeholders.
• Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions.
• Working knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems.
• Experience creating and presenting architecture diagrams and technical solution designs.
• Strong communication, leadership, and stakeholder management skills.

Requirements

• Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies.
• Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions.
• Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies.
• Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems.
• Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations.
• Experience with AWS, Azure, or multi-cloud environments.
• Familiarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies.

Benefits

• $140,000 - $165,000 a year

Company Description

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.