Job Description
ASAPP builds the AI that runs customer experience for the world’s largest enterprises: tier-1 airlines, global banks, telcos, and insurers whose contact centers handle hundreds of millions of interactions a year. Our Customer Experience Platform (CXP) puts generative AI directly into voice and digital channels at production scale, where accuracy is non-negotiable.
We’re hiring a Principal Enterprise Architect to join enterprise opportunities after our Solution Engineers and Account Directors have landed the initial beachhead. Your mission will be to deepen the credibility we’ve already built and to design how the implementation should actually look. You lead deep architectural discovery and design workshops with prospect CTOs, VPs of Engineering, and contact center architects. You then translate those outcomes into reference architectures that the prospect, our SEs, and our implementation teams can all build against.
The role is equally workshop facilitator and trusted technical advisor. You are the architectural peer to the prospect CTO’s trusted internal technical leader. This is a principal-level individual contributor role.
What You’ll Do
Engage mid-cycle on mature opportunities. Lead the next phase of architectural discovery and design, once product fit and executive sponsorship are established.
Facilitate technical design workshops. Run multi-day workshops with prospect leadership and engineering. Cover current- and target-state architecture, integration, data flows, identity, security, observability, and cutover.
Produce target-state reference architectures. Deliver reference diagrams, integration patterns, deployment topologies, sequencing plans, and risk registers. Ground each in the prospect’s telephony stack (Genesys, Amazon Connect, Twilio, Avaya) and digital/messaging platforms.
Translate ASAPP’s Agentic AI capabilities into concrete integration patterns. Design how ASAPP plugs in: SIP, WebSocket, call transfers, CCaaS event streams, agent desktop embeds, CRM integration, voice/digital handoff, and AI-to-human transitions.
Prototype to move deals forward. When a technical question is blocking a deal, build a working prototype, custom adapter, or API POC yourself. Move fast rather than wait on engineering.
Develop reusable patterns. Codify field learnings into reference architectures and design guardrails. Make them reusable across the broader SE and partner ecosystem.
Bring the field back to product. Surface architectural patterns, gaps, and opportunities to ASAPP Product and Engineering.
Support customer security review. Partner with ASAPP InfoSec to address enterprise security, privacy, and compliance questions.
What We Need
Deeply experienced. 10+ years in enterprise, solution, or domain architecture. Significant time in contact center, CX, or telephony.
Deep telephony / CCaaS expertise. Hands-on with at least one of Genesys (Cloud CX or Engage), Amazon Connect, Twilio Flex, or Avaya. Depth across call routing, IVR/IVA, SIP and SIPREC, real-time media, recording, and CTI. You can hold your own in a SIP-level conversation with a senior network engineer.
Deep messaging / digital expertise. Hands-on with at least one major digital engagement platform, such as Twilio messaging APIs, Salesforce Service Cloud Digital, Genesys Digital, LivePerson, etc. You are comfortable designing cross-channel flows with AI/human handoffs.
Cloud and integration fluency. AWS, Azure, or GCP; REST, gRPC, webhooks, event streaming; SSO/SAML/OIDC; SOC 2, HIPAA, PCI as applicable.
Vibe-coding fluency. You can stand up a working prototype, API integration, or small POC in Python or JS this week when a deal calls for it. The bar is “working demo,” not “production code.”
Workshop-ready communicator. Lead technical workshops with senior enterprise stakeholders and produce architectural artifacts customers trust. You can move from a CTO whiteboard conversation to a SIP-level engineering discussion in the same day.
Pragmatic and sales-energized. You name trade-offs out loud, recommend the smallest design that solves the problem, and thrive on closing complex enterprise deals.
What We’d Like To See
Contact center AI or conversational AI product experience (agent assist, transcription, real-time coaching, generative voice agents).
Prior principal-SE, solutions architect, or pre-sales architect role at an enterprise CX, CCaaS, or conversational AI vendor.
Certifications such as Anthropic, TOGAF, or AWS / Azure / GCP Solution Architect.
Familiarity with SIPREC, voice biometrics, WebRTC, real-time speech analytics, or low-latency media pipelines.
CRM integration experience (Salesforce, ServiceNow, Zendesk, Microsoft Dynamics).
Prompt engineering, LLM evaluation, RAG, or production generative AI in customer-facing flows.
Benefits
- Competitive compensation with stock options
- Comprehensive medical, vision, and dental insurance
- 401k matching
- Fitness and wellness stipend
- Mobile phone reimbursement
- Mental well-being benefits
- Professional learning and development stipend
- Parental leave, including adoptive and foster parents
- 3 weeks paid time off (increases with tenure) along with sick leave
$180,000 - $200,000 a year
The listed salary range reflects base compensation only. In addition, this role includes an annual variable and a compelling equity grant comprised of stock options.
ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at [email protected] to obtain assistance. #LI-AG1 #LI-Hybrid
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
