- Architecture & Design: Define the end-to-end architecture for the voice AI/IVRsolution (integrating ASR, NLU, text-to-speech, call flows) and ensure it meets enterprise standards for security, resiliency, and performance. Provide oversight on the Amazon Connect configuration, call routing, and integration with third-party voice services.
- Technical Oversight: Serve as the senior technical advisor across teams, reviewing and validating implementation approaches. Identify any design gaps or bottlenecks in the voice pipeline (e.g. audio encoding, network routing) and recommend improvements.
- Voice Quality & Latency Optimization: Proactively troubleshoot and resolve complex issues affecting voice quality or latency in calls (e.g. audio clarity, echo, delays). Optimize SIP trunking and AudioCodes SBC configurations to ensure high call clarity and minimal lag.
- Best Practices & Compliance: Establish technical best practices forIVRand conversational AI (error handling, retry logic, logging). Ensure the solution adheres to compliance and quality standards (e.g. telephony regulations, data privacy, uptime SLAs).
- Stakeholder Collaboration: Work closely with the core engineering team, product manager, and vendors (AWS, Deepgram, etc.) to address technical issues. Coordinate with vendor support (AWS/Amazon Connect, telephony carriers) for advanced troubleshooting or escalations.
Qualifications & Experience:
- 8+ years in designing and architecting contact center orIVRsolutions in an enterprise environment. Proven background in cloud-based voice platforms (AWS Connect or similar CCaaS/IVRsystems) and conversational AI technologies.
- Deep knowledge of telephony and VoIP protocols (SIP/RTP), speech recognition and TTS integration, and call flow orchestration. Hands-on experience with reducing voice latency and improving call quality in VoIP systems is highly valued.
- Experience overseeing fullIVRproject lifecycles from design to go-live, with an emphasis on performance tuning and reliability. Familiarity with tools for monitoring voice quality and network performance (e.g. MOS scoring, network QoS) is a plus.
- Excellent communication and leadership skills able to translate technical concepts to non-technical stakeholders and guide a team of engineers. Prior collaboration with cross-functional teams (product, QA, client stakeholders) to deliver voice solutions.
- Nice-to-have: Experience with Amazon Connect, AudioCodes VoiceAI/SBC, Deepgram or similar ASR, and ElevenLabs or similar TTS engines. Equivalent experience with otherIVR/voice platforms (Genesys, Avaya, Twilio, etc.) is acceptable. Must be comfortable in an advisory role, providing expertise and direction rather than hands-on coding.
