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

Solutions Architect, Customer Experience

Are you passionate about architecting intelligent, seamless customer journeys? W...

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Proven, hands-on experience in designing and deploying enterprise-level contact center solutions
In-depth knowledge of Contact Center as a Service (CCaaS) platforms such as Genesys, NICE, Cisco, or the new Dynamics 365 Contact Center
A strong understanding of how AI and machine learning technologies are applied in a customer service context, including experience with natural language understanding (NLU), sentiment analysis, and sophisticated chatbot development
Solid expertise in cloud infrastructure, API development, and modern integration patterns
Exceptional communication, presentation, and stakeholder management skills, with the ability to articulate complex technical concepts to diverse audiences

Job Responsibility

Architect End-to-End Solutions: Design and build scalable, secure, and resilient contact center architectures. You will integrate key components like interactive voice response (IVR), SIP telephony, Customer Relationship Management (CRM) systems, AI and machine learning models, and advanced analytics platforms to create a unified customer view
Drive Technology Innovation: Champion an "AI-first" strategy by leading the adoption of transformative technologies. This includes implementing intelligent virtual agents, providing real-time assistance to our customer service agents, and utilizing predictive routing to connect customers with the best possible resource
Collaborate and Influence: Partner with business leaders, operations teams, and IT professionals to ensure that your technical solutions align directly with and drive our overarching customer experience objectives. You will be the bridge between technical possibilities and business goals
Master the Technology Stack: Serve as the lead solution expert for our core platforms, including Dynamics 365 Contact Center, Genesys Cloud, and VideoEngager. Your expertise will ensure seamless integration with our existing enterprise systems and a frictionless experience for both customers and agents
Uphold Security and Compliance: Guarantee that all solutions adhere to the highest standards of regulatory compliance, data privacy, and security
Champion Continuous Improvement: Establish and nurture robust feedback loops, leveraging analytics to continuously refine and enhance customer journeys and agent workflows, thereby driving efficiency and satisfaction

Fulltime

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

Product Manager

Naucem AI’s solution is used by large enterprises to launch smart chatbots for t...

Location

India , Hyderabad

Salary:

Not provided

Nuacem AI

Expiration Date

Until further notice

Requirements

2+ years experience in end to end product management with excellent product sense
Experience with Contact Center products, Voice products
Good problem solving and organization skills
Excellent oral and written communication skills
Driven, proactive and able to get things done
B.Tech, MBA (preferred)

Job Responsibility

Define and drive Nuacem product strategy based on the conversational AI landscape, competitive analysis, and customer needs
Own the end-customer experience of chatbots built using Nuacem AI’s platform
Work with Engineering to plan, execute and drive the roadmap for our platform
Identify quarterly product objectives and key initiatives
Ensure that bots launched for our enterprise customers meet Naucem AI’s quality and accuracy standards
Work with the Solutions Architect team to spec out acceptance criteria for pilots and proof of concepts
Interface with the Customer Success team to communicate bot metrics to the customer
Work closely with both new and existing customers to understand their needs and translate them into product requirements
Communicate issues and progress of Nuacem AI’s customer bots cross-functionally within the company
Constantly evangelize the conversational AI vision, roadmap plans and product decisions to customers, partners and stakeholders are aligned and have context

Fulltime

Senior Solution Architect - AI Business Solutions

The Microsoft Federal Civilian Business Unit is looking for a Business Applicati...

Location

United States , Reston

Salary:

122500.00 - 214600.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years experience in technology solutions, practice development, architecture, consulting, and/or technology domain (e.g., Security) OR Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years experience in technology solutions, practice development, architecture, consulting, and/or technology domain (e.g., Security) OR equivalent experience
2+ years managing multiple projects or portfolios
1+ year(s) experience leading blended, multidisciplinary teams
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions
This role will require access to information that is controlled for export under U.S. export control regulations, potentially under the International Traffic in Arms Regulations or the Export Administration Regulations

Job Responsibility

Serve as a trusted advisor to senior executive stakeholders (e.g., CIO, CTO, CDO, etc.), shaping enterprise-wide Business Applications, AI, and digital transformation strategies aligned to mission priorities and measurable outcomes
Influence enterprise technology direction by translating complex business, customer experience, and operational challenges into cohesive, value-driven architectures across Business Applications, data, and cloud platforms
Provide technical vision and architectural leadership for large-scale, high-impact initiatives spanning Dynamics 365, Power Platform, Copilot Studio, and integrated Azure services
Provide vision and thought leadership on the use of AI and agents, to include development, deployment and governance considerations
Define and govern end-to-end enterprise architectures that are secure, compliant, scalable, and resilient, leveraging Microsoft reference architectures, Cloud Adoption Framework (CAF), Well-Architected Framework (WAF), and industry best practices
Lead architecture design workshops and executive technical briefings to align stakeholders on target-state architectures, roadmaps, and investment priorities
Lead modernization of customer engagement and service experiences, including Contact Center transformation using Dynamics 365 Customer Service, Omnichannel, Power Platform, Copilot, and AI-driven agents
Architect integrated solutions that connect front-office customer interactions with back-office business processes, analytics, and automation to improve customer satisfaction, operational efficiency, and workforce productivity
Guide customers in adopting AI-powered agents, copilots, and workflow automation at scale, with an emphasis on governance, security, and sustainable value realization
Drive long-term customer success by ensuring architectures enable adoption, usage growth, operational excellence, and solution longevity

Fulltime

Account Manager

This is a highly strategic and intentional hire, the second Account Manager at C...

Location

United States

Salary:

Not provided

Cresta

Expiration Date

Until further notice

Requirements

Experience in Customer Success or Sales roles where you owned revenue or renewal outcomes
Consistent record of hitting or exceeding goals in customer-facing environments
A thoughtful career narrative that demonstrates your viewpoint, your growth, and why Cresta’s Account Manager role aligns with your trajectory

Job Responsibility

Builder of Enduring Partnerships: You invest in relationships that last. You prioritize trust and long-term value over short-term wins, and you serve as a strategic partner who elevates both the customer’s and Cresta’s success
Grit, Patience, and Follow-Through: You know meaningful outcomes aren’t created overnight. You navigate complexity, setbacks, and long sales/adoption cycles with resilience. Your ability to stay focused and persistent directly fuels customer growth
Operationally Excellent, Internally and Externally: You understand that internal alignment is often the key to unlocking customer outcomes. You work seamlessly across Sales, Customer Success, Product, and Operations, ensuring we deliver a unified, high-quality experience
Compelling Storyteller: Cresta operates in a dynamic and competitive market. You can articulate our value clearly, teach customers something they didn’t know, and help them understand, at both strategic and operational levels - why Cresta wins
Customer Growth Mindset: You know what great adoption looks like and how to build upon it. You identify signals, diagnose gaps, and guide customers toward deeper value realization that sets the stage for retention and expansion
Creative Commercial Thinker: You’re comfortable using the full suite of commercial levers
product mix, incentives, deal mechanics, to architect smart, efficient deals. You think creatively while maintaining healthy business fundamentals
Active Listener with Synthesis Skills: You connect dots quickly. You take in information from multiple stakeholders and convert it into clear, actionable insights that shape account strategy and elevate the customer experience
Strategic Approach to Travel: There’s no quota for travel, only impact. You understand when being in the room matters and when it becomes a differentiator in advancing a renewal, deepening executive trust, or accelerating an upsell

What we offer

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees

Fulltime

Business Process Outsourcing Sales Executive

We are seeking experienced and historically successful Contact Center/CX/Busines...

Location

United States , Seattle

Salary:

155290.00 - 287574.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

15+ years of experience in BPO/Business Process Services sales with a deep understanding of transformative outsourcing models
10 years of experience of demonstrated success having sold large, complex, global BPO deals (>$20M TCV)
10 years of industry experience selling Transformative Customer Experience/Customer Service and Industry Specific Core value chain deals
10 years of experience working within or selling to Fortune 1000 clients
Subject Matter Expert in one or more of the following industries: Banking & Financial Services, Fintech, Insurance (P&C, L&A), Manufacturing, Retail, Consumer, Travel & Hospitality, Hi-tech, Energy & Utilities, Telecom, Healthcare (Payor, Provider) & Life Sciences

Job Responsibility

Market-maker who originates deals proactively
Utilize a consultative approach to understand the unique challenges, dynamics, constraints and goals of the prospect organization and the key stakeholders and be able to develop a customized transformative BPO/BPaaS proposition
Lead the end-to-end sales cycle, (collaborating with solution architects, pricing teams, legal, operations, etc.) to structure competitive multi-million-dollar ACV (annual contract value) BPO deals, from initial prospect engagement through contract negotiation and closure
Develop and execute a strategic go-to-market plan to create market awareness and demand in collaboration with Managing Director, Business Unit Leaders, business unit salespeople and client executives, industry teams, and alliance partners, advisor and analyst relations, and marketing
Build strong executive-level relationships with prospective decision makers and stakeholder influencers, including COO’s, CIO’s, CFOs, and Heads of Operations
Stay current on industry and AI/technology trends, competitive positioning, and emerging technologies relevant to BPO and digital operations
Serve as a thought leader in the market and contribute to brand elevation via participation in industry forums, panels, and client advisory boards

Fulltime

Senior Cloud Solution Architecture

The Microsoft Customer Experience & Success (CE&S) organization is responsible f...

Location

United States , Multiple Locations

Salary:

106400.00 - 203600.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience
Basic Contact Center Knowledge including Voice for omnichannel

Job Responsibility

Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record
Collaborates across Microsoft and customer/partner teams through on-strategy delivery to achieve customer/partner objectives and increase customer/partner satisfaction
Proactively manages business and technical risks, adapts methodology and applies governance principles to identify, communicate, and minimize business and technical risks
Executes work in compliance with industry and Microsoft guidelines and procedures
Continuously prioritizes among competing demands in their work and identifies where impact occurs with customers, ensuring alignment with business priorities and goals
Delivers solutions in line with company methodologies (e.g., product offerings such as value-based deliverables [VBDs], advice, training, technical validation), ensuring proven practices and patterns are followed to prepare customers for operational readiness and achievement of their business goals and targets
Leveraging knowledge of change management proven practices and/or involving the change management team, proactively helps the customer deploy for long-term organizational adoption to increase customer satisfaction and drive consumption/usage
Guides customers/partners towards a well-architected (e.g., secure, resilient, artificial intelligence [AI]-enabled), and cost- and performance-optimized solution to increase retention and expansion opportunities
Provides feedback to Unified Delivery Team on VBDs to refine and further develop content
Proactively identifies new opportunities for Consumption, Usage & Unified expansion (especially Enhanced Solutions) at scale based on business value to customer/partner and clear understanding of the Microsoft value proposition for supported platforms to empower cloud success, foster and strengthen security and resiliency, and drive AI innovation

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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