Associate Solution Architect

Overview

Associate Solution Architect designing and evolving customer service and support technology architectures, turning customer experience strategies into scalable integrated systems.

What you'll do

• Design and evolve customer service and support technology ecosystems.
• Translate customer experience journeys into scalable enterprise system capabilities.
• Develop service blueprints, process maps, and end-to-end architectural diagrams.
• Distill complex technical architectures into actionable designs for engineering teams.
• Ensure solution designs meet regulatory, data privacy, and enterprise security requirements.
• Identify emerging technologies and architectural approaches for competitive advantage.
• Architect and integrate customer service channels including conversational AI and contact-centre platform integrations.

What you'll need

• 5+ years of professional experience in solution architecture.
• At least 2 years focused on customer service and support technologies.
• Demonstrated expertise with Genesys PureConnect (configuration, call routing, systems integration).
• Experience implementing conversational AI platforms such as Kore.ai or comparable chatbot/virtual assistant tech.
• Strong AWS cloud and end-to-end CX solutioning across chatbot-to-agent journeys.
• Working knowledge of CX tools and integrations including (but not limited to) Genesys, Salesforce Service Cloud, Docebo, Kaltura, AWS Lambda, API Gateways/Boomi, and Amazon S3.
• Knowledge of enterprise integration platforms and methodologies including Apigee, Boomi, REST/SOAP APIs, webhooks, and event-driven architecture patterns.

Details

• Hybrid work model with 2–3 days a week in the office for office-based roles.
• Location: Hyderabad; Bangalore, Karnataka; Telangana, India; Bengaluru, Karnataka.