Essential Duties and Responsibilities:
- Design, prototype, and deliver AI-powered automation solutions across our platforms.
- Lead technical strategy on key projects, including solution architecture, system integration, and platform configuration.
- Collaborate with Customer Success, Engineering, and cross-functional teams to translate complex business requirements into scalable, maintainable designs.
- Advise enterprise clients and stakeholders on best-fit architectures that align with their strategic objectives.
- Provide deep technical leadership in areas such as APIs, data pipelines, performance optimization, and orchestration of bot behaviors.
- Conduct architecture reviews to guide implementation choices and enforce quality, security, and compliance standards.
- Create comprehensive playbooks, develop support documentation, and implement automation for handling support requests on an enterprise AI platform.
- Mentor junior and mid-level solution architects and no-code developers.
- Stay current with emerging technologies and champion innovations that improve solution modularity, robustness, and performance.

· Develop and execute the technical architecture strategy for CCaaS and conversational AI solutions, incorporating emerging technologies like Generative AI to enhance customer interactions and drive measurable business outcomes across the enterprise. · Provide vendor relationship management for key technology partners (Genesys Cloud, Amazon Connect, others) and evaluate new platform capabilities to ensure optimal technology stack selection and cost efficiency. · Design and oversee implementation of automated deployment and packaging solutions to ensure repeatable provisioning of CCaaS and Conversational AI architectures, creating standardized frameworks that accelerate time-to-market for new customer solutions. · Partner with the CDIO, CTO and executive leadership to align customer experience and conversational AI initiatives with enterprise digital transformation priorities · Architect complex integrations between CCaaS, Conversational AI and enterprise systems (Salesforce, ServiceNow, etc) · Establish and maintain solution governance processes including architectural standards, change management procedures, and technical documentation requirements · Mentor and upskill other team members, fostering technical excellence and knowledge transfer while building organizational capability in conversational AI and customer experience technologies. · Define and track architectural KPIs, leveraging analytics platforms and AI insights to optimize solution performance, identify improvement opportunities, and demonstrate ROI to stakeholders through data-driven presentations
Minimum Qualifications · Bachelor's degree in Computer Science, Information Technology, or related field · 8-10 years of experience in enterprise architecture or solution design roles, with at least 3 years focused on contact center technologies and conversational AI · Deep expertise in CCaaS platforms (Amazon Connect, Genesys Cloud) and their architectural components · Strong knowledge of conversational AI technologies including NLP platforms (Amazon Lex), Generative AI applications, and AI orchestration frameworks · Extensive experience with enterprise integration patterns, APIs, and middleware technologies · Proficiency in cloud infrastructure (AWS preferred), networking concepts, and security best practices · Experience with Infrastructure-as-Code tools (Terraform, CloudFormation) and automated deployment methodologies · Proven track record in vendor management and technology evaluation · Excellent communication and presentation skills with ability to articulate technical concepts to executive audiences

Preferred Qualifications · Master's degree in Computer Science, Information Systems, or related field · Experience with CRM/ITSM platforms (Salesforce, ServiceNow) and their architectural patterns · Knowledge of analytics platforms (Snowflake, Databricks, QuickSight, MicroStrategy) and their integration with CCaaS and conversational AI solutions · Understanding of pricing models and rate card development for technology solutions · AWS Solutions Architect or similar cloud architecture certifications · Experience with Agile methodologies and technical program management · Background in developing technical talent and leadership roles #techjobs
EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.