Technical Architect

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-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. JOB DESCRIPTION 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 modern 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. KEY RESPONSIBILITIES Strategic Architecture & Blueprinting: 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. Evaluate CX platform options (Five9, Genesys, Amazon Connect) and establish reusable reference architectures. Cloud & Application Architecture: Lead multi-cloud architecture decisions (AWS-primary, Azure-hybrid, GCP) for contact center operations. Design end-to-end application stacks: .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. Establish API governance frameworks (authentication, rate limiting, versioning, security). Design real-time data orchestration with event-driven messaging (Kafka, SQS/SNS) ensuring sub-second latency. CX Platform Expertise: Provide technical leadership across Five9, Genesys Cloud, Amazon Connect, Cresta, and AI agent platforms. Lead vendor management, architectural reviews, and roadmap alignment. 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).…