Solution Architect

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 7.400 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

We're looking for an IT Solutions Architect with very specific skills for a strategic position at one of our major mortgage clients in the US. This person must have solid experience developing call center systems and real-time call routing. This person will contribute as a specialist, understanding what we already have and structuring the design of a new and more robust solution. Fluency in English is also required to interact with american people all the time.

Responsibilities:

Design and architect end-to-end call center solutions with emphasis on call routing strategies and optimization.

Develop hands-on technical solutions using AWS serverless technologies (Lambda, API Gateway, Step Functions, EventBridge, etc.).

Create scalable, resilient, and cost-effective architectures for contact center operations.

Implement intelligent call routing logic based on business rules, customer data, and real-time conditions.

Integrate call center platforms with CRM systems, databases, and third-party APIs.

Define technical standards, best practices, and architectural patterns for call center implementations.

Collaborate with cross-functional teams including developers, business analysts, and stakeholders.

Lead technical discussions and provide guidance to development teams.

Create detailed technical documentation, architecture diagrams, and implementation guides.

Conduct proof of concepts and technical evaluations of call center technologies.

Ensure solutions meet security, compliance, and performance requirements.

Provide technical support and troubleshooting for complex architectural issues.

Apply cloud cost optimization principles to call center infrastructure.

Requirements:

Solid experience in solution architecture or senior development roles.

Proven hands-on experience developing call center solutions is a must-have for this position.

Strong expertise in call routing strategies, IVR flows, and contact center workflows is required.

Extensive experience with AWS serverless services (Lambda, API Gateway, Step Functions, EventBridge, SQS, SNS, DynamoDB) is required.

Excellent English communication skills (reading, writing, and speaking).

Strong understanding of telecommunony protocols and standards (SIP, RTP, etc.).

Experience with RESTful API design and implementation.

Knowledge of event-driven architectures and microservices patterns.

Proficiency in at least one programming language (Python, , Java, or similar).

Experience with Infrastructure as Code (CloudFormation, Terraform, or CDK).

Strong problem-solving and analytical skills.

Ability to translate business requirements into technical solutions.

Experience working in agile development environments.

Nice to have:

AWS Connect hands-on experience is a strong plus.

AWS certifications (Solutions Architect Professional, Advanced Networking, or similar).

Experience with other contact center platforms (Genesys, Five9, Twilio, etc.).

Knowledge of AI/ML services for speech recognition, natural language processing, or sentiment analysis.

Experience with real-time analytics and reporting for call centers.

Familiarity with compliance standards (PCI-DSS, HIPAA, GDPR) in contact center context.

Experience with WebRTC and voice over IP technologies.

Experience working with international clients.

Knowledge of FinOps and cloud cost optimization practices.

Experience with monitoring and observability tools (CloudWatch, X-Ray, etc.).

If you like it, just apply and good luck

Our benefits:

• Health and dental insurance
• Meal and food allowance
• Childcare assistance
• Extended paternity leave
• Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
• Profit Sharing and Results Participation (PLR);
• Life insurance
• Continuous learning platform (CI&T University);
• Discount club
• Free online platform dedicated to physical, mental, and overall well-being
• Pregnancy and responsible parenting course
• Partnerships with online learning platforms
• Language learning platform

And many more

More details about our benefits here:

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.