Senior Staff Engineer/Architect

At Aspect, we are reimagining the human experience at work. For over 50 years, we have been the backbone of the world's most complex contact centers and enterprise workforces. Today, we are in the midst of a massive technological evolution, building Aspect Intelligence-a cloud-native, AI-driven platform that handles millions of real-time signals to ensure the right people are in the right place at the right time. We are looking for a Senior Staff Engineer/Architect to serve as the technical visionary for architecture and innovation across our products and engineering organization. This role blends deep systems thinking with experimentation and technical judgment-turning fast-moving technology into reliable, secure, high-impact enterprise solutions.

As a Senior Staff Engineer, you are the catalyst for our platform's evolution. You will spearhead the strategic adoption of Agentic AI and advanced cloud patterns to redefine product excellence. Your leadership ensures our global infrastructure is not just production-ready, but engineered for hyper-scale, rigorous security, and optimal efficiency.

Key Responsibilities

• Define Architectural Strategy: Own the technical roadmap and long-term vision for our product suite, cloud platform, data systems, and developer productivity, ensuring direct alignment with Aspect's core business objectives.
• Pioneer AI Orchestration: Design the frameworks for LLMs and autonomous agents, creating enterprise-grade patterns that move AI from experimental pilots to core product differentiators.
• Establish Excellence Benchmarks: Engineer global standards for observability, cost-efficiency, and security, specifically governing model lifecycle, token economics, and AI guardrails.
• Cultivate Elite Talent: Mentor the next generation of senior technical leaders, institutionalizing a culture of rigorous design reviews and strategic technical judgment.
• Drive Cross-Functional Synergy: Partner with Security and Product leadership to embed security-by-design and performance-at-scale into the fabric of the platform.

• 7+ years building production-ready software: Proven track record designing and building secure, multi-tenant enterprise SaaS platforms.
• Generative AI Architecture Leader: Possess deep, practical expertise in Agentic AI, Large Language Models (LLMs), and Model Context Protocol (MCP), specifically applying this knowledge to design, govern, and productize secure, high-reliability AI features.
• Security & Identity Mastery: Expert-level fluency in secure architecture patterns, zero-trust design, and enterprise Identity & Access Management (IAM) concepts.
• Hyper-scale Cloud Engineer: Extensive experience architecting resilient, highly-available, event-driven, high-volume distributed systems and cost-optimized cloud-native enterprise platforms, translating complex cloud patterns into reliable, scalable, and maintainable production systems.
• Pragmatic Technical Visionary: Proven ability to evaluate emerging technologies, build strategic pilot programs, and make data-backed adoption decisions, effectively institutionalizing new frameworks into repeatable, secure, and standards-oriented engineering practices.
• Strategic Communicator: Exceptional ability to drive cross-functional alignment, lead clear and proactive client communications, rigorously document complex technical decisions, and secure broad adoption across product, engineering, and executive stakeholders.
• Experience with WFM, CCaaS, workforce orchestration: Nice to have.

• Languages: React, TypeScript, NodeJS, Python, C#, ASP.NET
• Data & Messaging: PostgreSQL, SQL Server, Redis, Kafka, and Snowflake for large-scale AI/ML data processing.
• Cloud Ecosystem: Kubernetes (EKS), Docker, ArgoCD, IaC (Terraform/Ansible). Multi-cloud strategy (AWS/GCP/Azure), with a focus on AWS with high-availability across regions.
• Observability: Prometheus, Grafana, OpenTelemetry, and Datadog.

• Massive Reach: Our software impacts the daily lives of millions of workers globally. Your work ensures their workdays are seamless.
• Innovation at Scale: Work on the bleeding edge of AI-driven workforce intelligence within a stable, industry-leading company.

Aspect is an equal opportunity employer. We believe that a diverse and inclusive team is the most effective way to build technology that serves the world.