Sierra AI architect

ACI Infotech is scaling its AI practice, and we're looking for an architect who can lead enterprise conversational AI containment programs end to end — designing solutions that pair Sierra.ai with Genesys Cloud CX and take them from whiteboard to production.

What you'll do

– Own the solution architecture for AI containment platforms integrating Sierra.ai with Genesys Cloud CX

– Design SIP-based handoff (REFER / BYOC Cloud) and context transfer between the AI layer and live agents

– Shape intent frameworks, agentic + deterministic conversation flows, personas, and containment/escalation strategy

– Lead integrations across CRM, knowledge, ITSM and analytics systems

– Partner with presales and delivery on estimates, design authority, and client workshops

What we're looking for

– [8+] years in enterprise/contact-center solutions, with hands-on architecture experience

– Proven, hands-on work with Sierra.ai

– Deep Genesys Cloud CX expertise — BYOC Cloud, Architect, SIP/telephony, routing

– Strong grasp of LLM orchestration, RAG, and enterprise API integration

– Ability to lead technical design and communicate confidently with senior client stakeholders

Nice to have

– Security/compliance exposure (SSO/MFA/RBAC, PII handling, SOC2/GDPR)

– CCaaS migration or containment programs at scale