Solution Architect - Agentic Delivery

• Lead deep solution and architecture discussions with enterprise customers.
• Translate business and operational requirements into scalable, secure technical architectures .
• Own technical success during the early delivery lifecycle (0-90 days) .
• Act as the primary technical escalation point for complex delivery and integration issues.

Design and review API-first integrations, including:

• REST / GraphQL APIs
• Webhooks and event-driven architectures.

Lead web and mobile application integrations, including:

• SDK-based integrations
• Authentication and authorization flows (OAuth, SSO, token-based)
• Client-server interaction patterns

Lead integrations with customer support and contact center platforms, such as:

• Zendesk, Salesforce Service Cloud, ServiceNow, LivePerson, Genesys
• Ticketing, case management, and CRM systems

Define data flows for:

• Ticket creation and updates
• Conversation context synchronization
• Agent assist and human handoff scenarios
• Ensure reliable, secure, and performant integrations aligned with customer workflows.

Contribute to RFP / RFQ responses, providing:

• Architecture and deployment models
• Integration approaches and constraints
• Security, scalability, and performance considerations
• Participate in technical discovery calls and solution walkthroughs with prospects.
• Lead discussions on:
• Deployment architecture and environment isolation
• Security posture, compliance requirements, and data handling
• Network connectivity, peering, and access models
• Load testing, scale readiness, and performance validation
• Partner with engineering teams to align customer requirements with platform capabilities.

Work closely with Product, Engineering, QA, and Customer Success to:

• Resolve delivery risks and escalations
• Improve delivery playbooks and reference architectures
• Enable repeatable and scalable customer deployments
• Mentor delivery engineers on architecture and integration best practices.