Principal AI Voice & Contact Center Architect

Company Description Teams Plus provides a carrier-grade voice network that sits underneath modern communications applications, including AI voice agents, contact center platforms, and outbound dialers, all on a unified dial plan. The platform eliminates the need to rebuild carrier relationships or port numbers when adding, swapping, or running multiple applications side by side. High-volume outbound operations benefit from significantly higher answer rates, real-time carrier-layer visibility, and strong number reputation protection. Enterprise teams use Teams Plus to consolidate fragmented tools and legacy systems into one platform with real-time performance insights. With hundreds of deployments, more than a decade in the field, industry-leading uptime and NPS, and recognition such as Five9’s 2025 Canada Partner of the Year, Teams Plus is a proven partner for mission-critical communications.
Role Description The Principal AI Voice & Contact Center Architect is a full-time remote role responsible for designing, implementing, and optimizing AI-driven voice and contact center architectures on the Teams Plus platform. This role leads end-to-end solution design for carrier-grade voice, AI voice agents, and omni-channel contact center workflows, ensuring scalability, reliability, and regulatory compliance. The architect collaborates closely with customers, engineering, product, and operations teams to translate business requirements into technical designs, reference architectures, and implementation roadmaps. Day-to-day activities include creating integration patterns, defining dial plan and routing strategies, reviewing and improving deployments, conducting performance and capacity assessments, and providing technical leadership during pre-sales and post-sales engagements. The role also involves staying current with industry standards and AI/voice technologies, mentoring other architects and engineers, and contributing to best practices and documentation.
Qualifications

• Extensive experience architecting carrier-grade voice solutions, including SIP, VoIP, SBCs, telephony routing, and dial plan design.
• Hands-on expertise with contact center platforms (e.g., Five9, Genesys, NICE, or similar), including IVR design, omnichannel workflows, and CTI integrations.
• Strong background in AI voice technologies such as conversational AI, speech recognition and synthesis, dialog management, and integration of AI agents with contact centers.
• Proficiency in cloud platforms and infrastructure (e.g., AWS, Azure, GCP), networking fundamentals, security best practices, and high-availability architectures.
• Experience designing and integrating APIs, microservices, and event-driven architectures to connect AI, contact center, and carrier-layer components.
• Solid understanding of telephony regulations, compliance requirements, and number reputation/robocall mitigation strategies for high-volume outbound operations.
• Demonstrated ability to work directly with enterprise customers, gather requirements, create solution designs, and present complex technical concepts clearly to technical and non-technical stakeholders