{"id":2070050,"url":"https://alion.io/job/firstsource-senior-manager-technical-architect","title":"Senior Manager - Technical Architect","company":{"id":1795846,"name":"Firstsource","domain":"firstsource.com","url":"https://alion.io/company/firstsource","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Backend","role_family":"Backend","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17500,"max_usd":44000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":19},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"AI Agents","optional":false},{"name":"Amazon EC2","optional":false},{"name":"Amazon EventBridge","optional":false},{"name":"Amazon S3","optional":false},{"name":"Apache Kafka","optional":false},{"name":"Asana","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"Azure","optional":false},{"name":"Blue-Green Deployment","optional":false},{"name":"C#","optional":false},{"name":"CI/CD","optional":false},{"name":"CloudFormation","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"GDPR","optional":false},{"name":"Hallucination","optional":false},{"name":"HIPAA","optional":false},{"name":"IAM","optional":false},{"name":"Kubernetes","optional":false},{"name":"PCI DSS","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false},{"name":"Terraform","optional":false},{"name":"FinOps","optional":true},{"name":"LLM","optional":true},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-11T15:29:27Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"ABOUT FIRSTSOURCE\nFirstsource 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.\nJOB DESCRIPTION\nWe 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.\nKEY RESPONSIBILITIES\n 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.\n 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.\n 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.\nCX 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.\n 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.\nDeployment & 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.\nProgram 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.\n 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.\nREQUIRED QUALIFICATIONS\nExperience:\n10+ years enterprise software architecture and technology leadership\n6+ years hands-on contact center transformation delivery (dialers, CRM, AI platforms)\n5+ years cloud architecture (AWS primary, or equivalent Azure/GCP experience)\nDemonstrated success leading multi-year, large-scale technology programs\nHas worked on JIRA, Asana or similar\nTechnical Skills:\nDeep expertise: .NET/C#, SQL Server, RESTful APIs, event-driven architectures\nAWS services: EC2, RDS, S3, Lambda, SQS/SNS, EventBridge, CloudFormation\nContact center platforms: Five9, Genesys Cloud, Amazon Connect, Cresta, AI agents\nMicroservices, containerization (Docker/Kubernetes), serverless patterns\nAI/ML system integration and real-time analytics architecture\nSecurity & compliance: OAuth 2.0, encryption, TCPA, GDPR, CCPA, PCI-DSS, SOC 2\nCommunication & Leadership:\nTranslate complex architectures into business value across technical and non-technical audiences\nVendor management and technical roadmap negotiation\nDecision-making with incomplete information; comfort with ambiguity\nPREFERRED QUALIFICATIONS\nHands-on AWS, Five9, Cresta, or custom AI agent/LLM integration experience\nOmnichannel contact center architecture expertise\nWFM platform integration (Verint, NICE, inContact or similar)\nReal-time analytics and reporting architecture\nMLOps and model governance experience\nTelephony protocols (SIP, WebRTC, VoIP)\nMulti-cloud (AWS, Azure, GCP) and FinOps practices\nCertifications: AWS Solutions Architect Professional, Azure Expert, TOGAF, or vendor certifications.\nDisclaimer: 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.","description_format":"text","description_chars":5644,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Health Care","Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-08T06:07:41Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.9,"age_days":19,"expected_fill_days":51,"reasons":["conf:6","velocity","win:mid"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/firstsource-senior-manager-technical-architect","json_url":"https://alion.io/job/firstsource-senior-manager-technical-architect.json","meta":{"generated_at":"2026-10-12T02:49:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4246,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795846},"rest":"https://alion.io/mcp/rest/get_company?id=1795846"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstsource-senior-manager-technical-architect"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstsource-senior-manager-technical-architect"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstsource-senior-manager-technical-architect"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstsource-senior-manager-technical-architect\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstsource-senior-manager-technical-architect"}]}