Contact Center AI Technical Lead

Definity

Lead Contact Center AI architecture at Definity through hybrid work, applying generative AI and cloud-native design across customer experience solutions.

This senior hands-on technology leader defines strategy, architecture, and delivery for AI-powered voice, chat, and digital contact center solutions. You will guide multidisciplinary teams while partnering with stakeholders, architects, engineers, and vendors. The work supports Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline.

Key Responsibilities:

Lead AI-powered voice, chat, and digital solution delivery
Architect generative AI capabilities for automation and customer experiences
Develop SaaS and CCaaS designs, documentation, and integrations
Lead proof-of-concept initiatives and technology evaluations
Provide mentorship, troubleshooting, and operational excellence leadership

Requirements:

Bachelor’s or Master’s degree in a related field
Seven-plus years designing enterprise customer experience solutions
Two-plus years implementing conversational or generative AI solutions
Experience with cloud platforms, APIs, CRM, and omnichannel engagement
Google Cloud Platform and modern programming language expertise

Shape Definity’s Contact Center AI platform using generative AI, enterprise integrations, cloud architecture, and technical leadership.

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Vacancy posted 14 hours ago

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