AVP Solution Architect
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Job Summary
Role: We are seeking a visionary and technically accomplished AVP Solutions Architect to lead the design and evolution of AI-first customer support and call center platforms. This role is pivotal in shaping the architectural strategy for scalable intelligent and integrated AI solutions that transform customer engagement through automation natural language understanding and real-time decisioning.
Major Responsibilities
Architectural Leadership: Define and drive the end-to-end architecture for AI-powered customer support systems including virtual agents intelligent IVRs real-time analytics and agent assist tools.
AI Integration: Lead the integration of LLMs speech-to-text text-to-speech NLU/NLP and predictive analytics into telephony and omnichannel support platforms.
Technology Strategy: Develop and maintain a forward-looking architecture roadmap aligned with business goals emerging AI trends and evolving customer expectations.
Cross-Functional Collaboration: Partner with product engineering data science and operations teams to ensure architectural alignment and delivery excellence.
Vendor & Platform Evaluation: Evaluate and integrate third-party platforms (e.g. Twilio Genesys NICE Azure Communication Services etc.) and AI services (e.g. OpenAI Azure AI).
Scalability & Reliability: Ensure systems are designed for high availability low latency and enterprise-grade security and compliance.
Mentorship & Governance: Build and mentor a high-performing architecture team and establish architectural governance processes.
Qualifications
Qualifications
Must Have
15 years of experience in software architecture with at least 5 years focused on AI/ML-based systems.
Deep understanding of call center technologies including telephony protocols (SIP WebRTC) IVR systems CTI and contact center platforms.
Proven experience designing and deploying AI-driven customer support solutions (e.g. chatbots voicebots agent assist sentiment analysis).
Strong knowledge of cloud-native architectures (AWS Azure GCP) and microservices.
Familiarity with real-time data processing event-driven systems and API-first design.
Experience with AI/ML frameworks and tools (e.g. TensorFlow PyTorch LangChain RAG pipelines).
Excellent communication and leadership skills with the ability to influence at all levels.
Nice to Have
Experience with regulatory and compliance frameworks (e.g. GDPR HIPAA PCI-DSS) in customer support environments.
Background in enterprise SaaS or B2B platforms.
Contributions to open-source AI or telephony projects.
Key Skills
- Business Process
- VMware
- Cloud
- HTML5
- Windows
- Project managements
- AWS
- Infrastructure
- Web Services
- JQuery
- Java
- Computer Engineering
- Solutions design
- Technical Solutions
- Analytics
About Company
Chubb Life has been in Egypt since 2003. Chubb Life is the international life insurance division of Chubb - the world's largest publicly traded property and casualty insurance company by market capitalization.
