IT Artificial Intelligence (AI) Architect / Designer – Senior
Job Summary
We are seeking a Senior IT Artificial Intelligence Architect / Designer to lead the architecture, design, implementation planning, and evolution of enterprise AI and Conversational AI solutions.
The successful candidate will support contact centre modernization and customer/citizen service transformation initiatives. The role requires strong experience in enterprise architecture, AI/ML solution design, Generative AI, LLMs, RAG, Agentic AI, conversational AI, contact centre technologies, AI governance, architecture roadmaps, and stakeholder facilitation.
Must-Have Skills
- 10+ years of experience in enterprise architecture, solution design, and software delivery
- 4+ years of experience designing and implementing enterprise Artificial Intelligence and Machine Learning solutions
- 4+ years of experience designing conversational AI, intelligent virtual assistants, voicebots, chatbots, or conversational IVR solutions
- Experience designing and implementing AI-enabled contact centre solutions
- Experience with conversation design using AI
- Experience integrating AI solutions with contact centre technologies such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center, or equivalent platforms
- Experience with AI platforms and services such as Amazon Connect Customer AI Agent, Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI, or similar technologies
- Demonstrated experience leading conversational AI, AI Agent, and customer experience transformation initiatives
- Experience modernizing IVR, customer self-service, and digital engagement platforms
Responsibilities
- Develop AI strategy and architecture for enterprise AI and Conversational AI solutions
- Create conceptual, logical, and physical architectures for AI-enabled solutions
- Lead the architecture, design, implementation planning, and evolution of AI and Conversational AI solutions
- Ensure solutions align with business requirements, enterprise architecture standards, security policies, accessibility requirements, best practices, and cost models
- Design enterprise AI architecture strategies, standards, reference architectures, and implementation roadmaps
- Design solutions using Generative AI, Large Language Models, Intelligent Agents, Agentic AI frameworks, RAG, vector databases, semantic search, and enterprise knowledge repositories
- Establish AI governance frameworks, model lifecycle management processes, monitoring controls, safety controls, and operational practices
- Evaluate and recommend AI platforms, tools, vendor solutions, and implementation approaches
- Design conversational journeys, customer experiences, dialog flows, intent models, utterances, entity structures, and conversational taxonomies
- Design AI prompts, system instructions, orchestration logic, guardrails, grounding strategies, response validation, and hallucination mitigation controls
- Design call containment, routing, escalation, and human handoff strategies
- Integrate AI solutions with CRM, case management, identity management, workflow, knowledge management, and contact centre systems
- Facilitate workshops and design sessions with business stakeholders, operational teams, architects, security, privacy, and technical teams
- Provide architecture leadership throughout the project delivery lifecycle
Required Technical Experience
- Enterprise architecture, solution architecture, technical design, and implementation planning
- AI/ML, Generative AI, LLMs, RAG, Agentic AI, Intelligent Agents, and Responsible AI
- Conversational AI, chatbot, voicebot, virtual assistant, and conversational IVR design
- Contact centre platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Cisco Contact Center, or equivalent
- Azure OpenAI, Azure AI Services, Amazon Bedrock, Amazon Lex, Google Vertex AI, or similar AI platforms
- API-based integration, microservices, event-driven architecture, CRM, workflow, knowledge management, and identity systems
- Speech-to-text, text-to-speech, speech analytics, sentiment analysis, customer journey analytics, and digital self-service
- Cloud platforms such as AWS, Azure, or equivalent
- DevOps, CI/CD, Infrastructure as Code, Docker, Kubernetes, and cloud-native architecture
- Architecture documentation, solution blueprints, target-state architecture, roadmaps, and implementation specifications
Public Sector / Regulated Environment Experience
- Experience working within government, public sector, or highly regulated enterprise environments
- Knowledge of enterprise architecture governance, architecture review practices, and gating processes
- Experience developing architecture deliverables aligned with public sector standards and methodologies
- Experience supporting large-scale public sector digital transformation or multi-stakeholder programs
Soft Skills
- Strong technical leadership and strategic architecture capability
- Strong analytical, critical thinking, problem-solving, and decision-making skills
- Excellent stakeholder engagement, facilitation, and relationship management skills
- Ability to explain complex AI concepts to technical and non-technical audiences
- Strong verbal, written, and presentation skills
- Strong negotiation, consensus-building, and conflict-resolution skills
- Ability to work in large, complex organizations with multiple stakeholders
- Strong planning, prioritization, and documentation skills
Pay: $150,000.00-$174,963.66 per year
Work Location: Hybrid remote in Toronto, ON (Toronto District)
