Contact Center AI Technical Lead

Lead Contact Center AI architecture at Definity through hybrid work, applying generative AI and cloud-native design across customer experience solutions.

This senior hands-on technology leader defines strategy, architecture, and delivery for AI-powered voice, chat, and digital contact center solutions. You will guide multidisciplinary teams while partnering with stakeholders, architects, engineers, and vendors. The work supports Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline.

Key Responsibilities:

• Lead AI-powered voice, chat, and digital solution delivery
• Architect generative AI capabilities for automation and customer experiences
• Develop SaaS and CCaaS designs, documentation, and integrations
• Lead proof-of-concept initiatives and technology evaluations
• Provide mentorship, troubleshooting, and operational excellence leadership

Requirements:

• Bachelor’s or Master’s degree in a related field
• Seven-plus years designing enterprise customer experience solutions
• Two-plus years implementing conversational or generative AI solutions
• Experience with cloud platforms, APIs, CRM, and omnichannel engagement
• Google Cloud Platform and modern programming language expertise

Shape Definity’s Contact Center AI platform using generative AI, enterprise integrations, cloud architecture, and technical leadership.