Agent Architect
Conversational AI, Integrations & Solution Architecture

Client: Confidential Client
Engagement: Contract, 1099 (C2C considered)
Rate: $55/hour
Schedule: Full-time, Eastern Time hours
Location: Remote (US)
Duration / Start: Through mid-2027, with possible extension; estimated start in 3–4 weeks
Client Environment: Enterprise contact center (CCaaS, CRM, ERP, ticketing, identity)
Work Authorization: Must be authorized to work in the US without sponsorship

About the Role

We are seeking an Agent Architect to design and deliver AI agent solutions for a Confidential Client’s enterprise contact center. This role combines solution architecture, integration design, and conversation design. The ideal candidate can own the end-to-end architecture of an AI agent, from how it talks to customers to how it securely connects to the systems behind it, and document those decisions clearly for both technical and business stakeholders. You will work alongside an engineering team that supports hands-on development.

Key Responsibilities

Solution architecture: Design AI agent solutions across CCaaS, CRM, ERP, ticketing, and identity systems, balancing trade-offs in cost, latency, scalability, and security.
Integration design: Define integration patterns and specifications for SOAP/XML and REST APIs with OAuth 2.0/JWT authentication, and partner with engineers to build, test, and support them in production.
Conversation design: Design voice/IVR flows and multi-turn dialogues, including intent handling, error recovery, escalation, and live-agent handoff logic.
Prompt engineering: Develop, test, and refine LLM prompts and guardrails to deliver accurate, on-brand, and compliant agent behavior.
Architecture documentation: Produce solution design documents, architecture decision records (ADRs), and system/sequence diagrams.
Stakeholder collaboration: Partner with client IT, contact center operations, and delivery teams to translate business requirements into technical designs.

Required Qualifications

5+ years in solution architecture, integration architecture, or technical consulting, with at least 2 years on conversational AI, IVR, or contact center projects.
Hands-on experience with at least one named CCaaS or conversational AI platform, such as Genesys Cloud, Amazon Connect, Google CCAI, Cisco, Five9, NICE CXone, or Parloa.
Working knowledge of integration architecture, including SOAP/XML, REST, and OAuth 2.0/JWT.
Demonstrated conversation design experience for voice and/or chat, including escalation and handoff design.
Practical prompt engineering experience with LLM-based agents.
Strong written communication and a track record of producing clear architecture documentation.
Authorized to work in the US without sponsorship.

Preferred Qualifications

Experience with Parloa.
Hands-on development experience in TypeScript/Node.js.
Familiarity with ASR/TTS and voice AI stacks.
Exposure to CRM/ticketing platforms (e.g., Salesforce, ServiceNow, Zendesk) and identity providers (e.g., Okta, Azure AD).
Consulting or client-facing delivery experience.