Principal Voice Architect

Ameris BankAtlanta, GA
121d

About The Position

Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app. Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you'll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer's needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers. At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and allies as well as professional development opportunities to drive ongoing education. Learn more about our purpose and how you can bring it to life as an Ameris Bank teammate. The Principal Voice Architect is responsible for leading the design, implementation, and optimization of enterprise telephony solutions. This position will leverage deep expertise in Pindrop, NICE IVR, and Microsoft Teams telephony to ensure secure, scalable, and user-centric voice services, while collaborating with IT infrastructure, security, and business stakeholders.

Requirements

  • Expert knowledge with Call Centers, MS Teams, and NICE IVR technologies.
  • Expert knowledge of SIP, RTP, QoS, media bypass, and SBC configuration (e.g., AudioCodes, Ribbon).
  • Proven track record with call flow design, trunk capacity planning, and high-availability voice deployments.
  • Strong understanding of network security, encryption (TLS/SRTP), and compliance requirements (PCI DSS, GDPR).
  • Strong written and verbal communication skills.
  • Ability to multitask and have strong problem-solving skills.
  • Detail-oriented and organized.

Nice To Haves

  • Financial Industry experience.

Responsibilities

  • Architect and support end-to-end voice solutions across cloud and on-premises environments, ensuring high availability and resilience.
  • Lead the integration of Pindrop fraud prevention and voice biometrics for call center security and authentication.
  • Design, configure, and optimize NICE IVR workflow, including call flows, prompts, and data dips, to enhance self-service and routing accuracy.
  • Implement and manage Microsoft Teams telephony (Direct Routing, Operator Connect), session border controllers (SBCs), and related PSTN connectivity.
  • Drive proof-of-concepts, pilot programs, and full-scale rollouts, collaborating with project managers and third-party vendors.
  • Establish architecture standards, best practices, and documentation for voice platforms, security controls, and telemetry.
  • Mentor and upskill voice engineers, fostering a culture of continuous improvement and knowledge sharing.

Benefits

  • Medical, Dental and Vision Insurance
  • Life Insurance provided at no additional cost to employees
  • Accidental Death & Dismemberment Coverage
  • Long-Term Disability Coverage
  • Paid Sick and Vacation Leave
  • 11 Holidays
  • Volunteer/Service Day
  • Employee Stock Purchase Plan
  • 401(k) Retirement Plan with 50% match on first 8% contributions
  • Flexible Spending Accounts
  • Health Savings Account
  • Health Reimbursement Arrangement
  • Supplemental Life & Other Insurance Plans
  • Identity Theft Protection
  • Pet Insurance
  • Legal Insurance
  • Employee Assistance Program
  • Employee Advocacy Program
  • Tickets at Work (Entertainment discounts for Ameris Bank Employees)
  • AT&T Employee Discount
  • Wellness Discounts for Medical Premiums and Other Rewards
  • Employee Referral Incentive
  • Education Assistance
  • Employee Resource Groups

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What This Job Offers

Job Type

Full-time

Career Level

Senior

Industry

Credit Intermediation and Related Activities

Education Level

Bachelor's degree

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