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Bridges the engagement gap between customers and companies.

Principal Software Architect (5396)
United States of America
Job Description / Skills Required

ABOUT [24]7
[24]7 is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, [24]7’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7 to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth. For more information, visit:

This position is within the Self Service Engineering department. Our role is to execute on the product strategy and roadmap for automating multi-modal customer service interactions available across multiple channels and consumer devices. This team architects and delivers robust and scalable RESTful services for meeting this next-generation vision of customer care. Today, our cloud platform automates millions of customer interactions daily; but we are taking it to the next level both in terms of functionality and scale. As a member of this team, you will share in the challenge and satisfaction of building enterprise-class services with a proven high degree of availability. Additionally, you will gain experience with a variety of cutting-edge technologies including: virtual personal assistants, supervised and unsupervised machine-learning, predictive analytics, speech recognition, natural language understanding, reasoning technologies, automated test frameworks, cloud and mobile computing technologies.

Responsible to develop an end-to-end architecture for [24]7 Omni-Channel interaction platform.
Data Instrumentation – Identify and drive data instrumentation required to fulfill Omni-Channel vision; work closely engineering teams, service delivery, DSG. Work closely with data pipeline architect and team to ingest data.
Investigate and develop architecture for Omni-channel use cases; work closely with Data Sciences, product and engineering teams.
Coalesce eclectic systems – our platform and products are diverse. Drive architecture and design changes to accommodate Omni-channel use-cases. This might require completely rethinking existing systems – evangelize changes and ratify proposals across geographically dispersed teams.
Work closely with Omni-channel sprint teams on a day-to-day basis; it is expected that the architect stays close to the team to resolve issues, unblock engineers and also occasionally contribute as part of the sprint team.
Work closely with computation pipeline/reporting teams to ensure design adheres to their architectures. Influence and drive change if required.
Design tools required to measure data accuracy, latency, etc., work with tools team to ensure implementation and delivery
Evangelize Omni-channel architecture across cross-functional teams.

Experience building a large scale, high transaction volume cloud application
Demonstrated experience building products for complex business problems. We are looking for engineers who have coalesced requirements from 4-5 business areas to develop a common application.
Proven experience in developing data instrumentation, for e.g., web tagging, voice, etc. Familiarity with standards as W3C DDL will a plus.
Experience work with data sciences teams, expertise in data structures, algorithms. Proven experience running complex algorithms across large amounts of data will be plus.
Strong foundation of micro-services, REST, data structures, Java, Scala, software design patterns for scale.
Experience as an architect across multiple groups, preferably multiple geographies

Experience building a product that utilized data and workflows from chat, voice and web
Experience with machine learning and natural language processing is highly desired.
Active Github personal projects or contributions to public projects