Product Development Architect

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. The Architect, Product Development is a technical leadership role within TTEC Digital's Product Development organization, responsible for delivering AI-powered Customer Experience (CX) and contact center solutions across the company's proprietary product portfolio. This role combines people leadership, solution architecture, and implementation oversight to drive successful product initiatives and customer deployments. The Architect will lead engineers and technical leads while partnering closely with Product Management, Architecture, QA, DevOps, and Professional Services to ensure successful delivery and operational readiness. The ideal candidate is a technically strong leader who can guide solution design, coordinate complex implementations, evaluate emerging technologies, and develop high-performing teams. This role provides opportunities for continued leadership growth and increased organizational responsibility over time. What You'll Be Doing Lead, mentor, and develop engineers and technical leads, fostering accountability, growth, and technical excellenceDrive delivery of product initiatives, platform enhancements, and customer deployments of TTEC Digital productsCoordinate execution across Engineering, QA, DevOps, Product Management, Architecture, and Professional Services teamsDevelop solution designs, architecture diagrams, and implementation approaches using tools such as Lucidchart, Visio, or similar platformsLead technical design reviews, implementation planning activities, and delivery readiness effortsIdentify and manage technical risks, dependencies, and implementation challengesResearch and evaluate emerging AI, customer experience, and contact center technologiesAssess integration opportunities across AI platforms and CCaaS solutions to support product innovation and customer needs What You'll Bring To The Role 8+ years of experience in software engineering, solution architecture, technical leadership, or product developmentPrior experience managing engineers, technical leads, or software development teamsProven experience delivering complex software implementations across multiple teams and stakeholdersExperience with Google AI technologies, conversational AI, virtual agents, Agent Assist, or AI-powered customer experience solutionsWorking knowledge of Google Cloud Platform (GCP), Kubernetes, cloud-native architectures, APIs, microservices, and distributed systemsExperience creating and presenting architecture diagrams and technical solution designsStrong communication, leadership, and stakeholder management skills Preferred Qualifications Experience with Google CCAI, Vertex AI, Gemini, Dialogflow, Agent Assist, or related Google AI technologiesExperience with contact center and customer experience platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, or similar CCaaS solutionsExperience evaluating, designing, or implementing integrations between AI platforms and customer experience technologiesFamiliarity with telephony concepts, SIP-based communications, voice routing, and contact center ecosystemsExposure to DevOps practices, CI/CD pipelines, observability, and SaaS product operationsExperience with AWS, Azure, or multi-cloud environmentsFamiliarity with modern AI platforms and services such as AWS Bedrock, Azure AI/Copilot, OpenAI, Anthropic, or similar enterprise AI technologies About Us TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions. Canada We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.