Job Overview:
Pay Range: $45.00hr - $50.00hr
Requirement/Must Have: - 10+ years of experience in the field.
- Deep technical expertise across voice, digital, AI, and integrations.
- Strong client-facing consulting skills to translate business outcomes into scalable, secure, and cost-optimized contact center architectures.
- Expertise in designing, delivering, and evolving enterprise Contact Center as a Service solutions on modern cloud platforms including Amazon Connect.
- Experience with BYOC Premises, BYOC Cloud, hybrid coexistence, and cloud-native deployments including Edge, SBC, and telephony routing.
- Knowledge of non-functional requirements including availability, resilience, security, scalability, RTO/RPO, MOS, latency, and jitter.
- Experience with IaC, CI/CD, DevOps, SRE, observability, and hardening for CCaaS platforms.
Responsibilities:
- Own end-to-end architecture for CCaaS transformation programs including voice, digital, AI, and integrations.
- Design High-Level Designs (HLD), Low-Level Designs (LLD), reference architecture, and technical solution documents.
- Define target-state architecture for Amazon Connect Contact Center.
- Architect integrations with CRM (Salesforce, Dynamics 365, ServiceNow), ERP (SAP), payment gateways, WEM, WFM, and analytics.
- Design conversational AI and voice bot solutions using Genesys AI Experience, Amazon Lex, Dialogflow CX, Cognigy, or Kore.ai.
- Architect GenAI use cases with LLMs, Retrieval-Augmented Generation (RAG), agent assist, summarization, and knowledge automation.
- Define hallucination controls, prompt guardrails, safety monitoring, PII masking, and human-in-the-loop escalation.
- Establish AI governance including model lifecycle, prompt versioning, evaluation datasets, and responsible-AI controls.
- Drive client discovery workshops, current-state assessments, and CCaaS platform selection.
- Author Statements of Work (SOWs), effort estimates, sizing calculators, and commercial models.
- Deliver executive presentations, technology roadmaps, business cases, and Total Cost of Ownership (TCO) analysis.
- Provide architecture oversight across the delivery lifecycle: design, build, test, cutover, and hypercare.
- Chair Design Authority Boards, Solution Review Boards, and Change Advisory Boards on CCaaS engagements.
- Manage architectural risk register and technical decision log; drive mitigations and trade-off decisions.
Skills:
- CCaaS Architect.
- Amazon Connect.
- Artificial Intelligence.
- Voice Bot Enablement.
- GenAI.
- LLM.
- Salesforce.
- Dynamics 365.
- ServiceNow.
- SAP.
- SBC.
- Telephony Routing.
- DevOps.
- IaC.
Qualification And Education:
- Strong verbal and written communication skills.
- Excellent communication and presentation skills.
- Ability to communicate effectively with stakeholders.
Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.