CirrusLabs
Actively Hiring
Hires remotely in
Remote Work Policy
Remote only
Company Location
Visa Sponsorship
Not Available
RelocationAllowed
Skills
Reporting
IVR
CTI
AWS
Call Recording
ACD
NLU
Speech Analytics
Context
Entity Extraction
TTS
Amazon Connect
Large Language Models
Copilot
Generative AI
RAG
Genesys Cloud CX
Ai Agent
Nice CXone
Agentic AI
Intent Classification
Intelligent Routing
Operational Monitoring
Guardrails
Agent Assist
Agent Desktop
Call Flows
Workforce Engagement
Prompt Management
Sentiment
Skills-Based Routing
Omnichannel Routing
Conversation Memory
Conversation Analytics
Outbound Engagement
ASR/STT
Conversational Orchestration
AI-Based Call Summarization
Contact-Center Analytics
Real-Time Agent Assistance
About the job
Key Responsibilities
Conversational AI & CX Architecture
- Define end-to-end architecture for enterprise conversational AI solutions across voice, chat, SMS, web and digital channels.
- Design customer journeys combining IVR, virtual agents, voice bots, chatbots, agent assist and human-agent escalation.
- Translate customer-service requirements into scalable conversational AI architectures.
- Define patterns for intent recognition, conversation orchestration, context management, knowledge retrieval and transaction execution.
- Architect seamless handoffs between AI/virtual agents and live contact-center agents while preserving customer and conversation context.
- Establish reusable architecture patterns and standards for enterprise conversational AI.
Contact Center / CCaaS Architecture
Provide architecture leadership across one or more major contact-center platforms:
- NiCE CXone
- Genesys Cloud CX
- Amazon Connect
Understand enterprise capabilities including:
- IVR and call flows
- ACD and intelligent routing
- Skills-based routing
- Omnichannel routing
- CTI
- Agent desktop
- Workforce engagement
- Call recording
- Contact-center analytics
- Speech analytics
- Real-time agent assistance
- Outbound engagement
- Reporting and operational monitoring
Evaluate existing legacy contact-center environments and develop modernization and migration strategies toward cloud-based CCaaS and AI-enabled architectures.
Conversational & Generative AI
Design solutions leveraging technologies such as:
- Natural Language Understanding (NLU)
- Automatic Speech Recognition (ASR/STT)
- Text-to-Speech (TTS)
- Intent classification and entity extraction
- Conversational orchestration
- Generative AI and Large Language Models
- Retrieval-Augmented Generation (RAG)
- Enterprise knowledge bases
- AI Agent / Agentic AI architectures
- Prompt management and guardrails
- Conversation memory and context
- AI-based call summarization
- Agent Assist / Copilot
- Sentiment and conversation analytics
Experience with technologies such as Amazon Lex, Amazon Bedrock, AWS AI services, Google Dialogflow, Azure AI, OpenAI or similar platforms is highly desirable.
AWS & Cloud Architecture
Strong understanding of AWS services commonly used in contact-center
About the company
201-500 Employees
