Senior CX & Payments Technology Architect

Senior CX & Payments Technology Architect

• Location:
  
  Chicago, IL
• Type:
  Contractor

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.

• 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

• 8+ years 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 Dev Ops 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 Dev Ops)
• 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

• Experience with Netomi and/or Live Person 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

• Web Technologies: HTML5, CSS3, JavaScript, modern JS frameworks (Angular, jQuery, Bootstrap, Foundation)
• APIs & Integration: REST APIs, AJAX, JSON, XML, MVC frameworks
• Cloud & Dev Ops: 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