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Protocol Intelligence
Data-driven signals on your job's competitivenessBroad architecture role in Bangalore with moderate brand and niche CX specialization, medium competition.
Strong contact-center, telephony, and compliance specialization limits cross-industry fit.
Explicit 10+ years plus mandatory cloud, contact-center platform, and compliance skills indicates high shortlisting strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Lead design and delivery of enterprise-scale contact center and CX technology transformations integrating dialers, CRM, AI agents, and unified orchestration frameworks.
Architect and manage multi-cloud (primarily AWS) application stacks and infrastructure-as-code for scalable, secure, high-availability contact center solutions supporting 10,000+ concurrent agents.
Drive vendor management, program leadership, CI/CD pipeline design, compliance governance (TCPA, GDPR, PCI-DSS, SOC 2), and performance optimization of large-scale technology programs.
Minimum Requirements
10+ years enterprise software architecture and technology leadership experience.
6+ years hands-on contact center transformation delivery involving dialers, CRM, and AI platforms.
5+ years cloud architecture experience with AWS as primary platform.
Technical expertise in .NET/C#, SQL Server, RESTful/event-driven APIs, AWS services (EC2, Lambda, SQS, CloudFormation), and contact center platforms (Five9, Genesys Cloud, Amazon Connect).
Ideal Candidate Profile
Experienced in strategic and hands-on architecture of complex contact center ecosystems involving AI-driven CX solutions and real-time analytics.
Proven ability to lead multi-year, large-scale programs with cross-functional and vendor coordination in ambiguous, fast-evolving environments.
Strong knowledge of security, compliance (TCPA, GDPR, CCPA, PCI-DSS), and cloud-native design principles including microservices, containerization, and serverless architectures.