Senior CX & Payments Technology Architect

Role: Senior CX & Payments Technology Architect

Location: Chicago, IL

Must be local - with experience in contact center and CX platforms,

Overview

We are seeking a senior-level engineer/architect to lead the design and delivery of digital payment solutions and conversational AI experiences across mobile and web channels. This role will focus on payments integration, chatbot/web chat platforms, and cloud-native APIs, partnering closely with product, UX, cloud, and third-party vendors to deliver scalable, secure customer experiences.

The ideal candidate brings strong hands-on technical depth, experience with contact center and CX platforms, and the ability to lead solutions from design through deployment.

Key Responsibilities

• Lead solution design, architecture, and hands-on development for Conversational AI, chatbot/web chat, and cloud-native web applications
• Design and integrate digital payment solutions across mobile and web channels, including in-app, web, SMS/RCS, and Apple Business Chat
• Build and manage APIs and interfaces supporting multiple payment gateways and third-party providers
• Drive end-to-end program planning from build through deployment, coordinating with third-party vendors and tracking dependencies and delivery milestones
• Integrate voice and web-based channels with backend systems, APIs, analytics, and payment platforms
• Collaborate with UX designers, product owners, business SMEs, and engineering teams to define and deliver technical solutions
• Lead and architect API integrations between internal platforms, external systems, and cloud services
• Partner with cloud infrastructure teams (AWS, Azure, or GCP) to ensure secure, scalable, high-performance deployments
• Ensure best practices for responsive design, cross-browser compatibility, SEO, and performance optimization
• Provide technical leadership, documentation, and guidance on industry standards, governance, and emerging technologies
• Support Agile/Scrum delivery, working closely with QA to ensure high-quality production releases

Required Skills & Experience

• 8+ years of hands-on technical experience in Contact Center, CX, or Digital Channel platforms
• Proven experience delivering IVR, web chat, chatbot, and AI-powered virtual assistant solutions
• Strong experience building payment solutions across mobile and web platforms
• Experience integrating multiple payment gateways and managing secure payment workflows
• Solid understanding of cloud platforms (AWS, Azure, or GCP), APIs, CI/CD, and DevOps practices
• Strong API expertise including REST, JSON, XML, OAuth
• Proficiency with Node.js and/or Python
• Experience working in Agile/Scrum or SAFe environments (Jira, Confluence, Azure DevOps)
• Strong stakeholder management, communication, and documentation skills
• Understanding of customer journey mapping, persona design, and voice/UX best practices
• Familiarity with compliance standards such as PCI-DSS, GDPR, and HIPAA

Nice to Have

• Experience with Netomi and/or LivePerson SaaS platforms
• Knowledge of Conversational AI and CX platforms
• Exposure to NLP/NLU, LLMs, or Generative AI frameworks (OpenAI, Google Vertex AI, Amazon Bedrock)
• Experience leading AI/ML-based chatbot or voice bot rollouts, including prompt design, testing, and feedback loops

Technical Environment

• Web Technologies: HTML5, CSS3, JavaScript, modern JS frameworks (Angular, jQuery, Bootstrap, Foundation)
• APIs & Integration: REST APIs, AJAX, JSON, XML, MVC frameworks
• Cloud & DevOps: AWS / Azure / GCP, CI/CD pipelines, Git-based version control
• Security: OAuth, secure API design, compliance-aware architecture

UX & Performance: Responsive design, cross-browser compatibility, SEO, page optimization