Leads engineers and technical leads in delivering AI-powered CX and contact center products. Responsibilities include solution architecture, technical design reviews, implementation planning, customer deployments, cross-functional coordination, risk management, technology evaluation, and integration assessment across AI platforms and CCaaS solutions. The role also oversees delivery readiness and develops high-performing technical teams.
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
The Architect, Product Development is a technical leadership role within TTEC Digital's Product Development organization, responsible for delivering AI-powered Customer Experience (CX) and contact center solutions across the company's proprietary product portfolio. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments. The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness.
The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time.
The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time.
What You'll Be Doing
- Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellence.
- Drive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital products.
- Coordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teams.
- Develop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platforms.
- Lead technical design reviews, implementation planning activities, and delivery readiness efforts.
- Identify and manage technical risks, dependencies, and implementation challenges.
- Research and evaluate emerging AI, customer experience, and contact center technologies.
- Assess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs.
What You'll Bring to the Role
- 8+ years of experience in software engineering, solution architecture, technical leadership, or product development.
- Prior experience managing engineers, technical leads, or software development teams.
- Proven experience delivering complex software implementations across multiple teams and stakeholders.
- Experience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutions.
- Working knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systems.
- Experience creating and presenting architecture diagrams and technical solution designs.
- Strong communication, leadership, and stakeholder management skills.
- Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologies.
- Experience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutions.
- Experience evaluating, designing, or implementing integrations between AI platforms and customer experience technologies.
- Familiarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystems.
- Exposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operations.
- Experience with AWS, Azure, or multi-cloud environments.
- Familiarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies.
Preferred Qualifications
#LI-DD1
#LI-Remote
This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
#LI-Remote
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Supports Falcon Flex deal structures across the Americas Enterprise Sales organization. Reviews deal requests, manages approval workflows, ensures policy and revenue compliance, evaluates commercial terms through financial modeling, and coordinates with Sales, Finance, Legal, Operations, and partners. The role also communicates deal risks and recommendations, manages the deal lifecycle, supports non-standard transactions, and improves processes and systems in Salesforce CPQ.
Top Skills:
Ai TechnologiesSalesforce CpqSalesforce CRM
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Supports enterprise sales teams with Falcon Flex deal structuring, policy compliance, approval workflows, lifecycle management, financial modeling, and non-standard transaction reviews. Partners with Sales, Finance, Legal, Operations, and Alliance teams to evaluate commercial terms, margins, risks, and governance. Communicates deal recommendations and status while identifying process improvements and enhancing Salesforce CPQ workflows. Requires strong SaaS economics knowledge, analytical judgment, cross-functional collaboration, and experience using AI to improve business processes.
Top Skills:
AISalesforce CpqSalesforce CRM
Machine Learning • Payments • Security • Software • Financial Services
Provides enterprise technology support through phone, ticketing, and potentially chat channels. Troubleshoots hardware, software, network, access, and application issues; manages incidents and escalations; documents resolutions in ServiceNow or similar ITSM tools; analyzes trends and operations data; supports knowledge management, training, process improvement, and automation; and coaches junior analysts while maintaining customer service, security, and confidentiality standards.
Top Skills:
Call Center TechnologiesHardware InfrastructureItsmNetworkingServicenow
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
