Application Architect

Role Description

Provides architectural leadership for customer engagement and contact center technologies, including:

• Contact Center as a Service (CCaaS)
• IVR
• IVA
• Conversational AI
• Agent desktop
• Workforce optimization
• Digital channels
• CRM integrations

Partners with business and technology stakeholders to design scalable customer experience solutions that balance:

• Customer satisfaction
• Operational efficiency
• Security
• Reliability
• Regulatory requirements

Qualifications

• Minimum 8 years of Software Engineering experience with a minimum of 2 years in a lead role
• Passion for leadership, mentoring, and coaching to help others succeed
• Experience architecting and delivering solutions using CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, or equivalent customer engagement platforms
• Experience designing and implementing IVR, IVA, conversational AI, chatbot, voicebot, and omnichannel customer engagement solutions
• Experience integrating CCaaS and customer engagement platforms with CRM solutions, identity providers, enterprise APIs, workflow engines, knowledge management systems, and backend business applications
• Experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies
• Knowledge of customer experience architecture patterns including intelligent routing, skills-based routing, workforce engagement, call recording, quality management, customer authentication, fraud prevention, and analytics
• Excellent communication and teamwork skills with ability to explain and influence architectural direction
• Excellent technical skills with deep knowledge of development technologies and tools
• Experience with Agile/Scrum, continuous integration, continuous delivery, and related DevOps tooling and practices
• Expert-level proficiency in the .NET ecosystem
• Strong troubleshooting and problem-solving skills in complex production and delivery environments

Requirements

• Experience evaluating and implementing AI-powered customer service technologies, including agent-assist, conversational AI, speech analytics, knowledge retrieval, call summarization, and automation capabilities
• Understanding of telephony, SIP, call flows, routing strategies, IVR design patterns, and cloud-based contact center architectures
• Experience with multiple database platforms (e.g., MS SQL Server, Sybase, Oracle, or similar)
• Demonstrated proficiency with AI-assisted engineering tools for implementation, code review support, refactoring, and technical research
• Practical experience designing, prototyping, or delivering agent-based or model-assisted application capabilities

Benefits

• For all virtual remote positions, an uninterrupted virtual workspace is required
• Expectation of family care being in place during business hours
• Internet work speed requirement of 25 Mbps or better for individual use
• For call center roles, hardwiring equipment directly to the internet router is required

Company Description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.