About AgentCallBack

AgentCallBack provides enterprise Voice AI agents that manage inbound and outbound customer conversations at scale. Our multilingual AI agents operate 24/7, handle natural interruptions, remember prior interactions, transfer calls to human agents and integrate with CRM, ERP, contact-centre and telephony platforms.

We serve customers across healthcare, insurance, financial services, hospitality, retail, property management and other service-based industries.

About the Role

We are seeking a technically strong and customer-focused Solution Architect to design and deliver enterprise Voice AI solutions.

You will work closely with customers, sales, product and engineering teams to understand business requirements, design solution architecture, manage integrations and guide implementations from discovery through production deployment.

The ideal candidate understands enterprise applications, APIs, cloud platforms, telephony and conversational AI, and can translate complex technical concepts into clear business solutions.

Key Responsibilities

Lead technical discovery sessions with customers and document business, integration, security and operational requirements.
Design end-to-end Voice AI solutions covering telephony, conversation workflows, integrations, data flows, security and human-agent transfers.
Create solution architecture diagrams, integration specifications, call flows and implementation plans.
Design integrations with CRM and ERP platforms such as Salesforce, NetSuite, Microsoft Dynamics, JD Edwards and GoHighLevel.
Integrate AgentCallBack with contact-centre and telephony platforms such as Genesys Cloud, 3CX, Yeastar, SIP trunks and PBX systems.
Work with REST APIs, webhooks, authentication frameworks, data files and middleware platforms.
Convert customer use cases into structured AI conversation flows, including escalation rules, exception handling and compliance requirements.
Support demonstrations, proposals, technical presentations and responses to RFPs.
Define the scope, success criteria and technical requirements for pilots and proofs of concept.
Coordinate with engineering and product teams to configure, test and deploy customer solutions.
Lead user acceptance testing, production readiness reviews and technical handover.
Diagnose integration, call-quality, latency and workflow issues during implementation.
Ensure solutions meet requirements for security, scalability, reliability and data privacy.
Identify reusable solution patterns and contribute to implementation templates and technical documentation.
Provide technical guidance to customers, implementation partners and internal teams.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
5–10 years of experience in solution architecture, enterprise integration, technical consulting or implementation.
Strong understanding of REST APIs, webhooks, JSON, authentication and enterprise data integration.
Experience integrating CRM, ERP, contact-centre or customer-service applications.
Working knowledge of SIP, VoIP, PBX systems, call routing and contact-centre technology.
Experience designing cloud-based, scalable and secure enterprise solutions.
Ability to create architecture diagrams, process flows, functional specifications and integration documents.
Strong analytical and troubleshooting capabilities.
Excellent written and verbal communication skills.
Ability to communicate effectively with technical teams, business stakeholders and senior executives.
Experience managing multiple customer implementations simultaneously.

Preferred Qualifications

Experience with conversational AI, Voice AI, speech recognition or generative AI solutions.
Knowledge of large language models, prompt design, knowledge bases and conversational workflow development.
Experience with platforms such as NetSuite, Salesforce, Microsoft Dynamics, JD Edwards, Genesys Cloud, 3CX or GoHighLevel.
Familiarity with AWS, Azure or Google Cloud.
Understanding of call recording, consent, Do Not Call requirements and data-protection regulations.
Experience working with customers across multiple countries, languages and industries.
Previous experience in a SaaS company, systems integrator or enterprise software consulting environment.

Key Competencies

Customer-focused problem solving
Solution and systems thinking
Strong technical ownership
Clear communication and presentation
Attention to detail
Cross-functional collaboration
Ability to work in a fast-moving startup environment

Success in This Role

Success will be measured by:

Quality and scalability of proposed solutions
Speed and effectiveness of customer implementations
Successful completion of pilots and production deployments
Integration reliability and call-flow accuracy
Customer satisfaction and adoption
Clear documentation and effective knowledge transfer

Why Join AgentCallBack

Work on practical enterprise applications of Voice AI.
Design solutions across telephony, AI, CRM and ERP technologies.
Work directly with global customers and senior decision-makers.
Influence product capabilities and implementation standards.
Join a growing Singapore-based technology company serving international markets.

Solution Architect Voice AI