Senior Systems Analyst / Platform Architect

Acclaim

1d•Remote

About The Position

Acclaim is a voice-first AI customer experience (CX) platform purpose-built for regulated industries including banking, fintech, healthcare, and insurance. It provides enterprises with goal-oriented AI agents that go beyond conversation to deliver agentic solutions that solve end-to-end business problems — orchestrating and executing complete customer workflows from outreach through resolution. Acclaim's solutions transform human-driven CX processes into AI-powered ones that are continuously learning and improving. About the role You'll be the person who owns how our platform's pieces talk to each other. Most of our service contracts will pass through you. This is a hybrid role: roughly two-thirds deep systems analysis, one-third software architecture. You won't just capture what the system should do; you'll decide it, write it down so clearly that nobody has to guess, and stand behind those decisions.

Requirements

Strong systems analysis background with real architecture chops. You design service boundaries and integration patterns, not just describe them.
Hands-on experience with gRPC, including bidirectional streaming. You've designed and evolved streaming contracts, not only request/response ones, and understand the failure modes that come with long-lived streams.
Hands-on experience with OpenAPI / REST. You can model clean, well-versioned HTTP contracts and know when REST is the right tool versus when it isn't.
A track record of specs engineers actually want to work from. Sequence diagrams, corner cases, explicit failure handling, clear acceptance criteria.
Sound judgment under ambiguity. The confidence to make and defend decisions, and the discipline to know where rigor pays off and where it slows everyone down.
Excellent written and verbal communication. You make complex systems easy to understand for engineers, product, and stakeholders.
You use AI in your day-to-day work. Not as a novelty — as a routine part of how you research, draft, reason, and move faster. This one isn't optional.
Comfort with contract evolution. Versioning, backward and forward compatibility, and managing breaking changes across multiple consuming teams.
Solid grasp of distributed and event-driven systems. You reason comfortably about asynchronous messaging, ordering, retries, and eventual consistency.

Nice To Haves

Experience with audio / sound streaming.
Experience with telephony (SIP, real-time voice).
Experience with AI platforms, chatbots, or LLM-based products.

Responsibilities

Own our platform contracts. Be the primary author and steward of our gRPC/protobuf and OpenAPI definitions — the source of truth that teams build against.
Produce crystal-clear, end-to-end feature specifications. Sequence diagrams, explicit corner-case handling, failure modes — the kind of documentation where there's nothing left to interpret.
Make the call, don't just record it. We're looking for someone who proposes solutions, weighs trade-offs, and acts as the final arbiter on contract and integration decisions — not someone who only documents what others suggest.
Own the consequences. You understand that a bad contract decision ripples across teams and time, and you take that responsibility seriously.
Move fast without being a bottleneck. You know where rigor pays off and where it doesn't, and you keep the rest of the org unblocked.
Communicate with precision. Explain decisions concisely and clearly — in writing and out loud — to engineers, product, and stakeholders alike.