Senior Manager - Technical Architect

ABOUT FIRSTSOURCE

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

JOB DESCRIPTION

We seek an experienced Tech Architect to lead the design and delivery of enterprise-scale contact center and CX technology transformations. The ideal candidate combines strategic architecture vision with hands-on expertise across AWS, Five9, Genesys, Cresta, and modern cloud platforms. You will architect secure, scalable solutions integrating dialers, CRM, AI agents, and unified orchestration frameworks while managing vendor relationships and large-scale deployment programs.

KEY RESPONSIBILITIES

• Strategic Architecture & Blueprinting: Develop Technical Blueprints (As-Is and To-Be) for AI-driven contact center operations. Design end-to-end CX technology landscapes integrating dialers, CRM platforms, AI agents, analytics, and communications into unified stacks. Evaluate CX platform options (Five9, Genesys, Amazon Connect) and establish reusable reference architectures.
• Cloud & Application Architecture: Lead multi-cloud architecture decisions (AWS-primary, Azure-hybrid, GCP) for contact center operations. Design end-to-end application stacks: .NET/C# backends, SQL Server, RESTful/event-driven APIs, serverless and containerized workloads. Implement infrastructure-as-code (Terraform, CloudFormation) and cloud-native design principles.
• Integration & API Governance: Document system integration patterns connecting dialers, CRM, AI platforms, communications tools, analytics, and back-office systems. Establish API governance frameworks (authentication, rate limiting, versioning, security). Design real-time data orchestration with event-driven messaging (Kafka, SQS/SNS) ensuring sub-second latency.
• CX Platform Expertise: Provide technical leadership across Five9, Genesys Cloud, Amazon Connect, Cresta, and AI agent platforms. Lead vendor management, architectural reviews, and roadmap alignment. Optimize configurations for scale, performance, and cost efficiency.
• AI & Compliance Architecture: Design secure, compliant AI agent architectures. Establish governance for AI systems: model lifecycle, explainability, bias detection, and hallucination prevention. Lead implementation of telephony and compliance protocols (TCPA, GDPR, CCPA, PCI-DSS, SOC 2, HIPAA, FINRA). Design audit trails and consent management.
• Deployment & CI/CD: Design CI/CD pipelines with automated testing and deployment strategies. Establish best practices for reliable releases, blue-green/canary deployments, and rollback procedures. Lead UAT planning and phased go-live execution.
• Program Leadership: Lead end-to-end contact center transformation initiatives from planning through post-launch optimization. Manage cross-functional teams, drive adoption, monitor KPIs, and document lessons learned. Handle vendor coordination, UAT strategy, and performance optimization.
• Scalability & Security: Design architectures supporting 10,000+ concurrent agents, sub-second API response times, and 99.99% availability. Establish security architecture (IAM, encryption, network segmentation), data governance, compliance standards, and cost optimization practices.

REQUIRED QUALIFICATIONS

Experience:

• 10+ years enterprise software architecture and technology leadership
• 6+ years hands-on contact center transformation delivery (dialers, CRM, AI platforms)
• 5+ years cloud architecture (AWS primary, or equivalent Azure/GCP experience)
• Demonstrated success leading multi-year, large-scale technology programs
• Has worked on JIRA, Asana or similar

Technical Skills:

• Deep expertise: .NET/C#, SQL Server, RESTful APIs, event-driven architectures
• AWS services: EC2, RDS, S3, Lambda, SQS/SNS, EventBridge, CloudFormation
• Contact center platforms: Five9, Genesys Cloud, Amazon Connect, Cresta, AI agents
• Microservices, containerization (Docker/Kubernetes), serverless patterns
• AI/ML system integration and real-time analytics architecture
• Security & compliance: OAuth 2.0, encryption, TCPA, GDPR, CCPA, PCI-DSS, SOC 2

Communication & Leadership:

• Translate complex architectures into business value across technical and non-technical audiences
• Vendor management and technical roadmap negotiation
• Decision-making with incomplete information; comfort with ambiguity

PREFERRED QUALIFICATIONS

• Hands-on AWS, Five9, Cresta, or custom AI agent/LLM integration experience
• Omnichannel contact center architecture expertise
• WFM platform integration (Verint, NICE, inContact or similar)
• Real-time analytics and reporting architecture
• MLOps and model governance experience
• Telephony protocols (SIP, WebRTC, VoIP)
• Multi-cloud (AWS, Azure, GCP) and FinOps practices
• Certifications: AWS Solutions Architect Professional, Azure Expert, TOGAF, or vendor certifications.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @ firstsource.com email addresses.