Lead CX​/Platform Architect

Overview

Job Description

Welcome to AMN Healthcare — Where Talent Meets Purpose. AMN Healthcare builds careers that make a difference in healthcare staffing and total talent solutions.

Why AMN Healthcare? Excellence Is Our Standard. We have been recognized for leadership in healthcare staffing and innovation and hold the Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006.

Location
:
Dallas, TX, San Diego, CA, Boca Raton, FL, or Atlanta, GA — Hybrid role, 2 days onsite per week.

The Lead CX / Platform Architect is a senior, hands-on technical leader responsible for defining and executing the end-to-end architecture for enterprise customer experience, contact center, and communications platforms. This role sets technical direction aligned with Product and Technology strategy while bridging business objectives with scalable, secure, and highly available solutions across voice, digital, cloud, and integration layers. The role combines platform architecture, contact center and VoIP expertise, and modern cloud/software engineering leadership.

The Lead CX / Platform Architect serves as a trusted advisor to executives, product leaders, engineering teams, and customers, ensuring solutions deliver measurable business value, operational resilience, and exceptional customer experience.

• Architecture & Strategy — Define and own the CX and communications platform architecture across contact center, voice, cloud, network, integration, and AI enablement domains. Translate business objectives into system requirements and a cohesive, product-wide technology strategy spanning multiple systems, AI services, and integration points. Establish architectural standards, best practices, thresholds, and tolerances for performance, scalability, security, availability, and responsible AI usage.
  
  Drive the CX AI roadmap including experimentation, pilots, and production rollout of AI assistants and LLM-powered capabilities. Own AI value realization by aligning CX AI initiatives to measurable business outcomes (deflection, AHT reduction, CSAT improvement, agent efficiency). Lead ongoing platform evaluation and rationalization efforts
  , assessing current CX stacks (e.g., Genesys Cloud, Talkdesk) against business needs, cost, scalability, AI maturity, and roadmap alignment. Define decision frameworks, proofs of concept, and technical due diligence to support migration to new CX platforms or multi-stack architectures when warranted. Ensure compliance with architectural designs, enterprise standards, and long-term technology roadmaps.
• Contact Center, Voice & Network Leadership — Lead the design and evolution of IP Telephony, Contact Center, and VoIP solutions including ACD, IVR, CTI, SIP, call routing, and reporting. Serve as subject matter expert for contact center platforms (e.g., Genesys Cloud, Talk Desk) and other voice technologies. Guide enterprise voice strategy across VoIP, TDM, and wireless, ensuring redundancy, disaster recovery, and geographic resilience.
  
  Partner with telecom providers and internal teams to deliver proactive routing and high-availability voice solutions.
• Cloud, Software & Integration — Architect and guide implementations across cloud platforms (AWS, Azure) and hybrid environments. Design and review system integrations using REST APIs, microservices, and event-driven patterns. Provide technical leadership across software development, Dev Ops, and CI/CD pipelines. Support AI-enabled CX capabilities including automation, intelligent routing, analytics,
  LLM-powered CX assistants
  , and emerging AI/ML use cases. Lead adoption of vendor-native and extensible CX AI capabilities such as Genesys AI, Talkdesk CX AI
  , agent assist, real-time guidance, and copilots.
• Delivery, Advisory & Enablement — Provide technical advisory services throughout design, development, deployment, and operations for complex, multi-platform solutions. Draft and review technical designs, engineering plans, system diagrams, and integration documentation. Estimate delivery timelines and required resources to efficiently execute technology initiatives. Qualify, scope, and deliver new technical…