Job Description
A client in Chicago is looking for a Solution Architect to join their Contact Centers application team. Their key responsibilities are listed below:
• Lead design solutions/solution blue prints, artifacts/ hands on code involving Conversational AI, IVR systems, chatbot/web chat solutions, and cloud-native web applications.
• Collaborate with technology leads/developers, business SMEs, UX designers, and technology stakeholders to define technical deliveries
• Drive integration of Voice and Web-based channels with back-end systems, APIs and analytics platforms.
• Coordinate with Cloud infrastructure teams (AWS, Azure, or GCP) to ensure scalable, secure, and high-performance deployments.
• Lead/design/architecting API integrations between internal platforms, external systems, and cloud services.
• Collaborate with development, infrastructure, and product teams to gather integration requirements and translate them into scalable technical solutions.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 8+ years of hands-on technical experience in Contact Center & CX platforms
• Proven experience delivering IVR, web chat, and AI-powered virtual assistant solutions.
• Solid technical understanding of cloud platforms (AWS/Azure/GCP), APIs, CI/CD, web technologies, and DevOps practices.
• Experience with Agile/Scrum or SAFe frameworks and tools (e.g., Jira, Confluence, Azure DevOps).
• Excellent communication, leadership, and documentation abilities.
• Knowledge of APIs, JSON, XML, and OAuth
• Experience with Node.js, Python
• Familiarity with CI/CD pipelines/DevOps and version control tools like Git.
• Knowledge of customer journey mapping, persona design, and voice UX best practices.
• Familiarity with compliance standards (e.g., GDPR, HIPAA, PCI-DSS) in cloud and CX solutions.
Nice to Have Skills & Experience
• Knowledge of NLP/NLU, LLMs, or Generative AI frameworks (e.g., OpenAI, Google Vertex AI, Amazon Bedrock).
• Experience in Conversational AI domains.
• Experience in AI/ML-based initiative rollouts (chat/voice bots), including data preparation, prompt design, testing, and feedback loops.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.