Responsibilities
- The Technical Architect is responsible for defining and driving the overall architecture for the Hercules Cloud Contact Center (C3) platform, including its AI-enabled capabilities. This role partners with product owners, engineering teams, business stakeholders, and data engineering (as well as other architecture teams) to design and deliver scalable, secure, and resilient solutions that improve agent performance, operational insights, customer experience, and decision-making.
- The Technical Architect will establish technical standards, lead end-to-end solution design, evaluate emerging technologies, and drive modernization initiatives across C3 platform capabilities—ensuring architectural consistency, technical governance, and long-term platform scalability. This role is primarily focused on architecture and governance, with hands-on involvement in proof-of-concepts and reference implementations.
This role sits within our Horizontal Architecture & Engineering team, focused on innovation and standards. Our mission is to enable rapid deployment, ensure seamless interoperability, and continuously advance Hercules C3 through reusable frameworks, patterns, and engineering best practices.
Design and architect Hercules C3 solutions, evolving the C3 platform architecture maturity within the contact center domain.
Collaborate with architecture peers, business partners, and product teams to develop aspirational architecture and support production execution.
Identify opportunities for proof-of-concepts (POCs) and lead their implementation.
Develop reusable architecture patterns and reference implementations (API, event-driven, integration, security, observability, reliability).
Drive API-first and event-driven architectures (e.g., API gateway patterns, eventing/async workflows).
Architect GenAI-powered actionable insights and AI-assisted agent coaching capabilities, including safe and cost-aware LLM usage.
Maintain broad knowledge of application and integration architectures (web apps, web services, integration patterns, data flows).
Apply State Farm architecture standards and evaluate solutions against enterprise patterns and governance requirements.
Ensure quality across multiple environments through technical guidance, review, and governance.
Understand end-to-end interconnections across applications and data flows, including impacts to end users.
Provide mentorship and enablement through technical guidance, reusable artifacts, and engineering training.
Establish feedback loops with business and technology partners to review and validate architecture decisions.
Exercise significant influence across multiple product suites/teams within the domain.
Act as a trusted advisor to shape leadership decisions and guide product team technical direction.
Qualifications
- 10+ years experience delivering cloud solutions on AWS, with architectural accountability.
- Proven expertise architecting modern, scalable, maintainable, and resilient solutions with agility.
- Experience designing CI/CD and operational excellence practices aligned to DevSecFinOps, SRE, and SLOs/SLIs.
- Proficiency with core technologies and languages such as Java, Python, React, and AWS services including:Compute/networking: Lambda, ECS/EKS, ROSA, VPC
- Storage/data: S3, DynamoDB, Redshift, Glue
- Integration: REST APIs, SNS/SQS/EventBridge (or equivalent async patterns)
- Familiarity with AWS Well-Architected Framework and practical application of its pillars.
- Experience with security and data governance practices (e.g., IAM least privilege, KMS encryption, secrets management, auditing/monitoring, PII handling).
- Experience with LLM/GenAI integration patterns, including RAG (retrieval + grounding), tool/function calling, and structured outputs.
- Understanding of GenAI evaluation and quality practices (hallucination reduction, offline/online evals, feedback loops).
- Contact center platform experience, including Amazon Connect (preferred).
