Contact Center AI Architect Job at Realign (Chicago)

Voice Phone Cloud Contact Center Architect

Design and implement voice and contact center solutions including Natural Langua...

Location

United States , Middletown

Salary:

Not provided

Ocean Blue Solutions

Expiration Date

Until further notice

Requirements

10+ years’ experience in designing, building, and managing high volume contact center
1+ years’ experience with Microsoft’s Dynamics Contact Center solution and Azure Communication Services
1+ years’ experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot
Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems
Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform
Strong understanding in ways to delegate PCI to other cloud hosted providers
Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module
Bachelor’s degree in business management or information systems

Job Responsibility

Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call
Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment
Plan, document, and support the configuration of contact center supporting solutions
Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions with seamless integration with Natural Language IVR, ChatBOT, and CRM applications
Centralize contact center scripting, routing, recording, and integration with CRM and other systems
Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing modern contact center solutions based on client requirements, and creating low-level designs based on best practices
Develop and maintain detailed designs within the Cloud Network environment
Design and implement PCI-compliant phone and contact center architecture
Design and implement VDI agent architecture enabling and supporting the capabilities above
Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment as related to IVR and contact center solutions

Vice President of Product Marketing

Crescendo is looking for a Vice President of Product Marketing to own, elevate, ...

Location

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

10+ years in B2B SaaS product marketing or GTM leadership (VP-level experience strongly preferred)
Proven expertise in CX, contact center, or customer service technology
A category creator with the storytelling chops to command exec, analyst, and customer audiences
Track record of competitive wins, sales enablement excellence, and market-shaping launches
Strategic, analytical, and collaborative leader who thrives in high-growth environments
Comfortable alternating between the war room and the main stage — setting the vision while rolling up sleeves to execute

Job Responsibility

Define & Elevate the Story: Craft the category narrative that cements Crescendo as the AI-native contact center
Boldly de-position bolt-on AI tools, AI-only SaaS vendors, and traditional BPOs with clarity and conviction
Partner with execs, product, and sales to create narratives that cut through noise and win markets
Drive storytelling for keynotes, analyst briefings, board decks, and customer evangelism
Fuel GTM & Sales Success: Build the arsenal: battlecards, ROI models, competitive plays, proof points that win deals
Equip the field with messaging that accelerates pipeline and closes revenue
Partner tightly with sales leadership to remove friction and unlock velocity
Shape Market & Competitive Strategy: Own market and competitive intelligence, turning insights into offensive and defensive plays
Position Crescendo as the thought leader and category-defining brand
Lead World-Class Launches: Architect GTM strategies that make every product launch impossible to ignore

What we offer

Performance-Guaranteed CX
Category Leadership
Velocity & Scale
AI + Superhumans
Care for others
Embrace growth
Manifest trust
Take ownership
Be humble
Equal-opportunity workplace

Fulltime

Director, Global Customer Care

Circle K seeks an experienced and visionary Director of Global Customer Care to ...

Location

United States of America , Tempe

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Bachelor’s degree required
MBA or relevant advanced degree preferred
10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management
transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility
Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery
Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models
Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement
Exceptional storyteller with strong executive presence and communication skills
Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance
Deep curiosity and understanding of customer behavior, digital trends, and service design principles

Job Responsibility

Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset
Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement
Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives
Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions
Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams
Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams
Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value
Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization

What we offer

Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc)
401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future
Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K
Paid Time Off: Recharge and rejuvenate with paid time off
Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies
Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication
Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential
Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner

Fulltime

Data Architect

As a Data Architect for Data, you are passionate about data and technology solut...

Location

India , Gurgaon

Salary:

Not provided

Rackspace

Expiration Date

Until further notice

Requirements

12+ years' experience leading engagements from design to implementation of creative data solutions leveraging the latest in Spark based modern data platforms on public cloud
At least 5 full lifecycle data platform deployments on Azure using first party services for Data and Analytics
Extensive experience with following technologies: Azure Data Factory, Azure Synapse Analytics, Azure Databricks
Extensive experience of Azure foundation and cloud engineering concepts including network, security, cost estimation, common IaaS and PaaS services and monitoring
Strong Spark, SQL, Data Modeling, Data lakehouse concepts
Programming / scripting experience using python and scala
6+ years' experience architecting solutions for optimal extraction, transformation and loading of data from a wide variety of traditional and non-traditional sources such as structured, unstructured, and semi-structured using SQL, NoSQL and data pipelines for real-time, streaming, batch and on-demand workloads
4+ years' experience with analytics/data management strategy formulation, architectural blueprinting and effort estimation of analytics
5+ years working in cloud or multi-server complex environments
Ability to simplify complex technical concepts into an easy-to-understand non-technical language to facilitate, communicate and interact with executives and business stakeholders

Job Responsibility

Lead, define and implement end-to-end modern data platforms on public cloud using 1st party services in support of analytics and AI use cases
Collaborate with enterprise architects, data architects, ETL developers & engineers, data scientists, and information designers to lead identification and definition of required data structures, formats, pipelines, metadata, and workload orchestration capabilities
Address aspects such as data privacy & security, data ingestion & processing, data storage & compute, analytical & operational consumption, data modeling, data virtualization, self-service data preparation & analytics, AI enablement, and API integrations
Be the technical liaison between customers and engineering teams
Be a big data evangelist by educating a variety of customers on the value of cloud and data services
Ensure solutions are optimized for Azure’s ecosystem, utilizing services such as Azure Functions, Logic Apps, and Event Hubs
Leverage Infrastructure-as-Code (IaC) tools like Terraform or Azure Resource Manager (ARM) for cloud resource management
Implement enterprise-grade security solutions using Azure Security Center, Azure Policy, and Azure Key Vault
Enforce data governance policies, including encryption standards, role-based access control (RBAC), and regulatory compliance (e.g., GDPR, HIPAA)
Conduct risk assessments and remediate vulnerabilities across the Azure environment

Fulltime

Senior Software Engineer, Backend (Voice Platform)

At Cresta, the Voice Platform team is on a mission to transform real-time voice ...

Location

Romania , Bucharest

Salary:

Not provided

Cresta

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science or related field
5+ years of experience in backend system development, distributed systems, or cloud infrastructure
Expertise in Go (or a similar systems language) with strong API and service design skills
Proven experience with scalable architectures using microservices, workflow orchestration, distributed caching, and cloud databases
Strong knowledge of Kubernetes, Docker, and modern cloud infrastructure
Solid understanding of networking, real-time communication protocols, and cloud security best practices
Demonstrated ability to lead complex technical projects from design through production

Job Responsibility

Lead the design and development of scalable, distributed backend microservices in Golang (with some Python for AI-related services)
Own and evolve voice platform integrations with large-scale enterprise communication and contact center systems
Drive initiatives to expand platform capabilities, including bi-directional SIP, WebRTC integrations, multilingual support, advanced transcription, and real-time translation
Build systems that power conversation intelligence for both remote and in-person interactions
Improve observability, reliability, and self-service troubleshooting across the platform
Ensure performance, scalability, and resilience of real-time voice pipelines running in the cloud
Collaborate with cross-functional teams (ML, product, solution architects) to design end-to-end solutions for customer deployments
Provide technical guidance, mentorship, and best practices to other engineers on the team

What we offer

Compensation for this position includes a base salary, equity, and a variety of benefits

Senior Software Engineer, Backend (Voice Platform)

At Cresta, the Voice Platform team is on a mission to transform real-time voice ...

Location

Canada , Toronto

Salary:

Not provided

Cresta

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science or related field
5+ years of experience in backend system development, distributed systems, or cloud infrastructure
Expertise in Go (or a similar systems language) with strong API and service design skills
Proven experience with scalable architectures using microservices, workflow orchestration, distributed caching, and cloud databases
Strong knowledge of Kubernetes, Docker, and modern cloud infrastructure
Solid understanding of networking, real-time communication protocols, and cloud security best practices
Demonstrated ability to lead complex technical projects from design through production

Job Responsibility

Lead the design and development of scalable, distributed backend microservices in Golang (with some Python for AI-related services)
Own and evolve voice platform integrations with large-scale enterprise communication and contact center systems
Drive initiatives to expand platform capabilities, including bi-directional SIP, WebRTC integrations, multilingual support, advanced transcription, and real-time translation
Build systems that power conversation intelligence for both remote and in-person interactions
Improve observability, reliability, and self-service troubleshooting across the platform
Ensure performance, scalability, and resilience of real-time voice pipelines running in the cloud
Collaborate with cross-functional teams (ML, product, solution architects) to design end-to-end solutions for customer deployments
Provide technical guidance, mentorship, and best practices to other engineers on the team

What we offer

We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
Paid parental leave to support you and your family
Monthly Health & Wellness allowance
Work from home office stipend to help you succeed in a remote environment
Lunch reimbursement for in-office employees
PTO: 3 weeks in Canada

Fulltime

New

Software Engineering Fellow

A 6-month full-time fellowship program designed to identify, support, and accele...

Location

United Kingdom , London

Salary:

35000.00 EUR / Year

Fever

Expiration Date

Until further notice

Requirements

Final year of an engineering degree or recently graduated (any engineering discipline)
Outstanding academic record (top 10% of cohort)
Excited about software development, tech solutions and building products that scale
Thrive in high-performance environments with skills and mindset to hit the ground running

What we offer

English classes to support growth
40% discount on all Fever plans
Be part of a mission-driven tech company

Fulltime

New

Lead SAP Basis

As the SAP Basis team Lead, you will be at the heart of our company's digital en...

Location

Germany , Berlin

Salary:

Not provided

Zalando Lounge

Expiration Date

Until further notice

Requirements

Proven track record of leading and developing a technical team for a minimum of 5 years
Deep, hands-on expertise in SAP S/4HANA and HANA DB administration
Demonstrable experience managing enterprise-scale SAP landscapes on cloud platforms, particularly AWS
Strong communicator and strategic thinker, able to articulate a clear vision and manage senior stakeholders
Passion for mentoring others and fostering a supportive, high-performing environment
Ownership mindset, taking full responsibility for outcomes
Experience in fostering team growth through career path development, defining clear roles and responsibilities, and proactive succession planning
Comfortable with cloud-native concepts

Job Responsibility

Lead, mentor, and empower a team of SAP Basis team members
Develop and execute the strategic roadmap for our SAP landscape, driving the adoption of cloud-native practices on AWS and championing automation
Take ownership of the stability, performance, and security of our business-critical SAP systems
Act as the key technical leader for major projects, including system migrations, upgrades, and the implementation of new BTP services
Collaborate closely with a diverse range of senior stakeholders, translating complex technical concepts into clear business value
Drive a culture of continuous improvement, proactively identifying opportunities to innovate and modernize our landscape

What we offer

Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
2 paid volunteering days a year
Hybrid working model with 60% (or more) remote per week
Work from abroad for up to 30 working days a year
27 days of vacation a year to start
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Gympass)
Mental health support and coaching available

Fulltime

Contact Center AI Architect

Realign

Location:
United States , Chicago

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 11, 2025

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