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-centered teams and cutting-edge tech, data, and analytics. 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 up-to-date 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.

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.

Cloud & Application Architecture: Lead multi-cloud architecture decisions (AWS-primary, Azure-hybrid, GCP) for contact center operations. 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. Design real-time data orchestration with event-driven messaging (Kafka, SQS/SNS) ensuring sub-second latency.



Provide technical leadership across Five9, Genesys Cloud, Amazon Connect, Cresta, and AI agent platforms. 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).

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. Handle vendor coordination, UAT strategy, and performance optimization. Establish security architecture (IAM, encryption, network segmentation), data governance, compliance standards, and cost optimization practices. 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)

~ NET/C#, SQL Server, RESTful APIs, event-driven architectures ~ AWS services: 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 ~ Translate complex architectures into business value across technical and non-technical audiences 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) MLOps and model governance experience Multi-cloud (AWS, Azure, GCP) and FinOps practices Certifications: AWS Solutions Architect Professional, Azure Expert, TOGAF, or vendor certifications ⚠️

📌 Remote IT Architect (India)
🏢 Firstsource
📍 India