Lead CX / Platform Architect

AMN Healthcare•Dallas, TX

6d•Hybrid

About The Position

The Lead CX / Platform Architect is a senior, hands-on technical leader responsible for defining and executing the end-to-end architecture for enterprise customer experience, contact center, and communications platforms. This role sets technical direction aligned with overall Product and Technology strategy while bridging business objectives with scalable, secure, and highly available solutions across voice, digital, cloud, and integration layers. The role combines platform architecture, contact center and VoIP expertise, and modern cloud/software engineering leadership. The Lead CX / Platform Architect serves as a trusted advisor to executives, product leaders, engineering teams, and customers, ensuring solutions deliver measurable business value, operational resilience, and exceptional customer experience.

Requirements

Contact Center & CX Platforms: Genesys Cloud, Talkdesk , ACD, IVR, CTI, SIP, call routing, reporting
CX AI & Automation: Conversational AI, virtual agents, intent recognition, AI-powered self-service and containment
LLMs & AI Assistants: Experience designing and integrating LLM-based CX assistants , agent copilots, real-time guidance, summarization, and disposition automation
AI Architecture & Integration: Prompt orchestration, API-based LLM integrations, vector search / knowledge retrieval (RAG), and workflow automation
Analytics & Intelligence: Speech-to-text, text analytics, sentiment analysis, quality and workforce insights
Cloud & AI Platforms: AWS and Azure AI services, model hosting, secure AI service consumption
Software & Integration: REST APIs, microservices, system integration, Linux
Programming & Scripting: Python, C#, Java, SQL (working knowledge)
DevOps & Delivery: CI/CD pipelines, Agile/SCRUM methodologies
Security & Governance: OWASP principles, PCI awareness, responsible AI, data privacy, and compliance
Bachelor's Degree plus 5-7 years of work experience OR High School Diploma/GED plus 9-11 years of work experience
Team Members must have the ability to operate standard office equipment and keyboards.

Responsibilities

Define and own the CX and communications platform architecture across contact center, voice, cloud, network, integration, and AI enablement domains.
Translate business objectives into system requirements and a cohesive, product-wide technology strategy spanning multiple systems, AI services, and integration points.
Establish architectural standards, best practices, thresholds, and tolerances for performance, scalability, security, availability, and responsible AI usage.
Drive the CX AI roadmap including experimentation, pilots, and production rollout of AI assistants and LLM-powered capabilities.
Own AI value realization by aligning CX AI initiatives to measurable business outcomes (deflection, AHT reduction, CSAT improvement, agent efficiency).
Lead ongoing platform evaluation and rationalization efforts , assessing current CX stacks (e.g., Genesys Cloud, Talkdesk) against business needs, cost, scalability, AI maturity, and roadmap alignment.
Define decision frameworks, proofs of concept, and technical due diligence to support migration to new CX platforms or multi-stack architectures when warranted.
Ensure compliance with architectural designs, enterprise standards, and long-term technology roadmaps.
Lead the design and evolution of IP Telephony, Contact Center, and VoIP solutions including ACD, IVR, CTI, SIP, call routing, and reporting.
Serve as subject matter expert for contact center platforms (e.g., Genesys Cloud, Talk Desk) and other voice technologies.
Guide enterprise voice strategy across VoIP, TDM, and wireless, ensuring redundancy, disaster recovery, and geographic resilience.
Partner with telecom providers and internal teams to deliver proactive routing and high-availability voice solutions.
Architect and guide implementations across cloud platforms (AWS, Azure) and hybrid environments.
Design and review system integrations using REST APIs, microservices, and event-driven patterns.
Provide technical leadership across software development, DevOps, and CI/CD pipelines.
Support AI-enabled CX capabilities including automation, intelligent routing, analytics, LLM-powered CX assistants , and emerging AI/ML use cases.
Lead adoption of vendor-native and extensible CX AI capabilities such as Genesys AI, Talkdesk CX AI , agent assist, real-time guidance, and copilots.
Provide technical advisory services throughout design, development, deployment, and operations for complex, multi-platform solutions.
Draft and review technical designs, engineering plans, system diagrams, and integration documentation.
Estimate delivery timelines and required resources to efficiently execute technology initiatives.
Qualify, scope, and deliver new technical projects, including customer expansions and upsell opportunities.
Work closely with Product Management to provide continuous feedback and drive platform enhancements.
Partner with executive leadership, procurement, finance, and product teams to support CX platform selection, renewal, and transition decisions .
Present clear, data-driven recommendations on platform trade-offs, risks, and migration paths to senior leadership.
Explain complex technical concepts, risks, and solution strategies to executives, business stakeholders, and non-technical audiences.
Educate, mentor, and guide engineering teams on architecture standards, agile practices, and emerging technologies.
Evaluate vendors and suppliers to ensure solutions deliver the lowest total cost of ownership.
Support day-to-day operations, proactive maintenance, and complex troubleshooting as needed.
Identify capacity, performance, and reliability risks through analytics and reporting.
Contribute to business continuity, disaster recovery, and security initiatives.
Participate in on-call or after-hours support as required to meet organizational goals.