Architecture Lead - Cresta

Job Title: Architecture Lead – Cresta PlatformLocation: Westchester, PA or Philadelphia, PA (Onsite) Role Overview:We are seeking a seasoned Architecture Lead with deep expertise in the Cresta platform to drive enterprise-level AI and customer engagement transformation. This role will focus on evaluating existing systems, defining future-state architecture, and enabling full utilization of Cresta’s capabilities across voice and digital channels. Key Responsibilities:Conduct a comprehensive assessment of the current technology landscape, identifying architectural gaps, constraints, and blockers that may limit the effective deployment of Cresta capabilities.Develop a strong understanding of Cresta’s platform features and align them with business objectives, ensuring the architecture supports program goals, scalability, and delivery timelines.Analyze and map critical systems and workflows, particularly within telecom environments, including:Voice and chat platformsData ecosystems for real-time contextual insights and analyticsAI-driven decisioning systemsCross-platform integrations and APIsLead end-to-end architecture efforts, including:Defining architectural strategyProducing detailed technical documentationPerforming gap analysis and remediation planningCollaborate with business and technical stakeholders to define a future-state architecture that incorporates industry best practices and aligns with enterprise AI transformation goals.Design and document robust data flows and system integration strategies, clearly identifying dependencies, risks, and mitigation approaches.Establish and articulate the target (“end-state”) architecture encompassing:Enterprise AI platformsAgent assist toolsVoice and chat ecosystemsData and analytics platformsTranslate identified gaps into well-defined platform and business requirements, ensuring alignment between technical solutions and business needs.Required Skills & Experience:Proven experience as a Lead Architect or similar role in AI-driven customer engagement or contact center technologiesHands-on expertise with Cresta or similar AI-powered conversational platformsStrong understanding of telecom systems, contact center operations, and omnichannel communication platformsExperience with real-time data processing, analytics platforms, and AI/ML-based decisioning frameworksDeep knowledge of system integration patterns, APIs, and enterprise architecture frameworksExcellent stakeholder management and communication skillsNice to Have:Experience working in large-scale digital transformation programsFamiliarity with cloud platforms (AWS, Azure, or Google Cloud Platform)Exposure to customer experience (CX) optimization tools and strategies

Create an account to see the full posting, access our search engine, and more.