4769-Principal Software Architect

Innovaccer Analytics

5d

About The Position

Innovaccer is hiring a Principal Engineer to build and own product experiences for its healthcare contact center and AI agent platform. The backend platform supports health systems and clinics through asynchronous, containerized services deployed across multiple live customer environments. It supports core ticketing and scheduling workflows and is expanding its AI agent capabilities across voice, chat, and SMS.

The role focuses on architecture and hands-on engineering for one or more strategic areas: AI voice agent orchestration and call routing; in-call next-best-action guidance; or standalone AI agents that can operate with minimal dependency on the core platform UI. The architect will design low-latency real-time systems, reusable agent-workflow interfaces, safe identification and escalation processes, and evaluation and reliability frameworks. They will also guide technical design across backend services, establish engineering practices, mentor engineers, and partner with product on phased plans for ambiguous initiatives.

The position involves building backend services in Python, modeling data in MongoDB and PostgreSQL, creating Kafka-based event streams, and working with LLM and AI-agent tooling. Security and compliance practices for healthcare data, including PHI handling and audit logging, are important to the work.

Requirements

• 8+ years of backend engineering experience, including technical ownership of a complex, multi-service system.
• Strong Python proficiency, including asyncio, and production experience with FastAPI or Django.
• Experience designing distributed, multi-service architectures, including event-driven systems such as Kafka, service-to-service authentication, webhook integrations, and idempotency/retry design.
• Experience with MongoDB or another NoSQL database and working knowledge of PostgreSQL.
• Direct experience building or operating conversational AI or voice-agent systems in production, including telephony, IVR, or conversational voice platforms and latency-sensitive speech pipelines.
• Experience designing real-time decisions from streaming context, such as intent detection, recommendations, or next-best-action logic, with confidence thresholds and human-in-the-loop escalation.
• Experience with LLM/agent frameworks and a working understanding of agent evaluation and reliability practices.
• Track record of driving architecture decisions across teams, writing and reviewing technical design documents, and mentoring engineers.
• Comfort with Docker/containerized deployments, CI/CD, and observability tooling for diagnosing production issues across a service mesh.
• Proficiency with Git and collaborative workflows.

Responsibilities

• Own architecture for AI voice agent platform capabilities, next-best-action assistant guidance, or standalone agents across voice, chat, and SMS.
• Design real-time, low-latency systems for in-call intent detection and next-best-action suggestions.
• Design an orchestration layer that exposes reusable AI-agent workflows to other systems, including output contracts and versioning.
• Define patient/customer identification, context retrieval, and escalation contracts for agents, including safe failure, human handoff, and audit trails.
• Drive AI-agent evaluation and reliability frameworks using operational and outcome metrics, and set SLOs for agent-facing services.
• Lead high- and low-level technical design reviews across backend services and promote architectural consistency.
• Design and build backend services in Python, model data in MongoDB and PostgreSQL, and build Kafka-based event streams.
• Work hands-on with LLM and AI-agent tooling for scheduling agents, in-call recommendations, and automated documentation.
• Establish testing, observability, and production-triage practices across the team.
• Mentor senior and mid-level engineers on distributed systems and AI-agent design.
• Partner with product to scope and sequence ambiguous initiatives and translate them into phased technical plans.
• Apply healthcare security and compliance practices, including PHI handling, audit logging, OAuth/JWT authentication, and minimum-necessary data scoping.

Benefits

• 20 days of fixed paid time off per year, in addition to company holidays.
• Parental leave.
• Monetary incentives and company-wide recognition.
• Medical, dental, and vision insurance.
• Company-paid short- and long-term disability insurance and basic life insurance.
• Optional discounted legal aid and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed