Define target-state architecture for conversational AI across voice + chat + messaging
Establish reference patterns for: intent/routing, dialog management, LLM tools/function calling, RAG, and human handoff
Design hybrid approaches using NLU (intents/entities) and LLMs where flexibility adds value
Partner with Conversation Designers to translate journeys into scalable dialog systems
Architect integrations to CRM, scheduling, claims, EHR/EMR, identity, billing, knowledge bases, ticketing, and contact center platforms
Own architectural decisions for voice channels, session/state persistence, personalization and context
Define guardrails for PHI/PII handling, data retention, encryption, key management, audit logging
Implement conversation analytics standards

10+ years software engineering experience with 3+ years in AI/ML systems or conversational platforms
Proven architecture ownership for distributed systems in production (high availability, scalable, observable)
Deep knowledge of at least one: Contact center / conversational platforms (Genesys, NICE, Twilio, Amazon Connect, Dialogflow, Nuance, etc.)
LLM orchestration frameworks/patterns (tool use, RAG, retrieval, safety layers, prompt/versioning)
Strong experience with: API design (REST/gRPC), event-driven systems (Kafka/PubSub), and integration patterns
Cloud architecture (AWS/Azure/GCP), IaC, CI/CD
Data security practices for sensitive data (PII/PHI) and governance controls
Ability to communicate architecture clearly to executives and engineers (diagrams, decision records, tradeoffs)

Principal Solutions Architect – Conversational AI

Key skills