Responsibilities
- Engage mid-cycle on mature opportunities. Lead the next phase of architectural discovery and design, once product fit and executive sponsorship are established
- Facilitate technical design workshops. Run multi-day workshops with prospect leadership and engineering. Cover current- and target-state architecture, integration, data flows, identity, security, observability, and cutover
- Produce target-state reference architectures. Deliver reference diagrams, integration patterns, deployment topologies, sequencing plans, and risk registers. Ground each in the prospect’s telephony stack (Genesys, Amazon Connect, Twilio, Avaya) and digital/messaging platforms
- Translate ASAPP’s Agentic AI capabilities into concrete integration patterns. Design how ASAPP plugs in: SIP, WebSocket, call transfers, CCaaS event streams, agent desktop embeds, CRM integration, voice/digital handoff, and AI-to-human transitions
- Prototype to move deals forward. When a technical question is blocking a deal, build a working prototype, custom adapter, or API POC yourself. Move fast rather than wait on engineering
- Develop reusable patterns. Codify field learnings into reference architectures and design guardrails. Make them reusable across the broader SE and partner ecosystem
- Bring the field back to product. Surface architectural patterns, gaps, and opportunities to ASAPP Product and Engineering
- Support customer security review. Partner with ASAPP InfoSec to address enterprise security, privacy, and compliance questions
Requirements
- 10+ years in enterprise, solution, or domain architecture
- Significant time in contact center, CX, or telephony
- Hands-on with at least one of Genesys (Cloud CX or Engage), Amazon Connect, Twilio Flex, or Avaya
- Depth across call routing, IVR/IVA, SIP and SIPREC, real-time media, recording, and CTI
- You can hold your own in a SIP-level conversation with a senior network engineer
- Hands-on with at least one major digital engagement platform, such as Twilio messaging APIs, Salesforce Service Cloud Digital, Genesys Digital, LivePerson, etc.
- You are comfortable designing cross-channel flows with AI/human handoffs
- Cloud and integration fluency: AWS, Azure, or GCP; REST, gRPC, webhooks, event streaming; SSO/SAML/OIDC; SOC 2, HIPAA, PCI as applicable
- Vibe-coding fluency: You can stand up a working prototype, API integration, or small POC in Python or JS this week when a deal calls for it
- The bar is 'working demo,' not 'production code'
- Workshop-ready communicator: Lead technical workshops with senior enterprise stakeholders and produce architectural artifacts customers trust
- You can move from a CTO whiteboard conversation to a SIP-level engineering discussion in the same day
- Pragmatic and sales-energized: You name trade-offs out loud, recommend the smallest design that solves the problem, and thrive on closing complex enterprise deals
Nice to Have
- Contact center AI or conversational AI product experience (agent assist, transcription, real-time coaching, generative voice agents)
- Prior principal-SE, solutions architect, or pre-sales architect role at an enterprise CX, CCaaS, or conversational AI vendor
- Certifications such as Anthropic, TOGAF, or AWS / Azure / GCP Solution Architect
- Familiarity with SIPREC, voice biometrics, WebRTC, real-time speech analytics, or low-latency media pipelines
- CRM integration experience (Salesforce, ServiceNow, Zendesk, Microsoft Dynamics)
- Prompt engineering, LLM evaluation, RAG, or production generative AI in customer-facing flows
Benefits
- Competitive compensation with stock options
- Comprehensive medical, vision, and dental insurance
- 401k matching
- Fitness and wellness stipend
- Mobile phone reimbursement
- Mental well-being benefits
- Professional learning and development stipend
- Parental leave, including adoptive and foster parents
- 3 weeks paid time off (increases with tenure) along with sick leave
