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TTEC Digital

Posted 27 days ago

Open

Architect, Product Development

TorontoRemoteFull-time

AI Summary

Leads product development and delivery of AI-powered customer experience and contact center solutions, mentoring engineers and coordinating cross-functional teams.

About this role

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Architect, Product Development is a technical leadership role within TTEC Digital's Product Development organization, responsible for delivering AI-powered Customer Experience (CX) and contact center solutions across the company's proprietary product portfolio. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments. The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness.
The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time.

What You'll Be Doing

  • Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence.
  • Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products.
  • Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams.
  • Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms.
  • Lead technical design reviews, implementation planning activities, and delivery readiness efforts.
  • Identify and manage technical risks, dependencies, and implementation challenges.
  • Research and evaluate emerging AI, customer experience, and contact center technologies.
  • Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.

    • What You'll Bring to the Role

  • 8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
  • Prior experience managing engineers, technical leads, or software development teams.
  • Proven experience delivering complex software implementations across multiple teams and stakeholders.
  • Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions.
  • Working knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems.
  • Experience creating and presenting architecture diagrams and technical solution designs.
  • Strong communication, leadership, and stakeholder management skills.
    • Preferred Qualifications
  • Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies.
  • Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions.
  • Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies.
  • Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems.
  • Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations.
  • Experience with AWS, Azure, or multi-cloud environments.
  • Familiarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies.

    • Skills

    Agent AssistAmazon ConnectAnthropicAPIsAWSAWS BedrockAzureAzure AICCaaSCI/CD PipelinesCisco WebEx Contact CenterCloud-native ArchitecturesConversational AICopilotDevOpsDialogflowDistributed SystemsFive9GCPGeminiGenesys CloudGoogle AIGoogle CCAIKubernetesLucidchartMicroservicesMulti-cloudNICE CXoneObservabilityOpenAISaaS Product OperationsSIP-based CommunicationsVertex AIVirtual AgentsVisioVoice Routing

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