Principal Architect, Technical

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Job Overview
The Principal Technical Architect is responsible for application design and implementation in the Contact Center ecosystem. While this position includes hands-on development work, it also focuses a majority of the time on technical leadership, which includes code reviews, coaching engineers, documenting and evolving coding standards and best practices, performing data modeling, participating in advanced troubleshooting of production and pre-production systems, and authoring frameworks and utilities to improve the efficiency of the engineering staff within T-Mobile Customer Contact Experience team. They own the creation and documentation of roadmaps and active participation and collaborative engagement on architectural, technological and infrastructural discussions for both current ecosystem and short- and long-term future strategy. Partner with business domains on business, financial and technical planning.

Job Responsibilities:

Contact Center Architecture & Integration

• Collaborate cross-functionally with stakeholders to deliver Contact Center modernization roadmaps, aligning technical innovation with customer experience objectives and operational efficiency.
• Drive the exploration and adoption of Generative AI solutions to enhance automation, improve customer experience, and optimize agent performance within Contact Center operations.
• Apply in-depth understanding of IVR, CTI, call routing, and agent desktop frameworks, along with compliance and security best practices in the Contact Center space.
• Architect solutions that seamlessly integrate telephony, CRM, AI-driven analytics, omnichannel engagement, and real-time reporting systems.
• Demonstrate expert knowledge of industry-leading Contact Center platforms and ecosystems, including Cisco, Google Cloud Contact Center AI, Microsoft Dynamics/Teams, Amazon Connect, and other sector leaders.
• Provide technical leadership in the design and implementation of Contact Center technologies, ensuring alignment with enterprise standards and long-term business goals.
• Lead architectural planning and delivery for large-scale Contact Center deployments, with emphasis on enterprise-grade scalability, high availability, and complex systems integration.
• Practical experience with Cisco Unified Contact Center Enterprise (UCCE) environments, including configuration, deployment, and ongoing optimization.
• Demonstrated experience in IVR Natural Language Processing (NLP), Text-to-Speech (TTS), and Speech-to-Text (STT) application creation, deployment, and optimization.

Strategy

• Partners with Digital Architects evangelize Architecture principles and best practices across the organization.
• Serves as a Lead or contributing Architect on multiple strategic projects representing and driving architectural design decisions for T-Mobile systems.

Innovation and Leadership

• Maintains accountability for solution designs all the way to deployment.

Technology and System

• Owns overall architecture for multiple capabilities across multiple systems.
• Collaborates across the Enterprise on frameworks, standards and libraries.
• Supports product lifecycle from business discussions through test/deploy as it relates to requirement refinement and data designs business needs.
• Creates scalable, extensible designs (for high complexity initiatives) that are easy to implement and perform and follows architecture standards for IT system design and enable success for IT teams.
• Proactively identifies, addresses and escalates (if needed) when solutions are overly complex or will compromise implementation.
• Develops proof-of-concept (POC) and prototypes to help illustrate approaches to technology and business problems.

Project Management

•  Works closely with the business during ideation and vision stages of new projects – helping define solution options to drive business case development prior to project funding and start-up.
• Provides support to Senior Architects on assessments and work-effort estimates for the business and routinely as part of the project intake process for our architecture team.
• Relationship and People Management
• Communicates solution designs clearly in multiple modes of communication – diagrams, documents, verbally.
• Works with Business and IT partner teams to understand and document system requirements for data, SLAs/service levels, user experience, archiving/legal requirements, training, data governance, and performance.
• Conducts peer reviews to solicit feedback on materials created.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications:

Education:

Bachelor's Degree, in lieu of degree, equivalent industry experience may be considered.

Experience:

7-10 years of progressive experience in software engineering/enterprise architecture/technology leadership across multiple products, systems and/or platforms coupled with strong business acumen and executive presence.

7-10 years’ experience working in solutions design and enterprise architecture delivering IT solutions.

7-10 years’ experience in Enterprise applications, PLM, middle-tier services, database, storage, distributed computing, virtualization and/or application technology.

Knowledge, Skills and Abilities:

Software Engineering

Enterprise Architecture

Communication

Solution Architecture

Contact Center Architecture

We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting transparency in all that we do. Join us in embodying the spirit of the 'Un-carrier' and make a tangible impact! Our team is dynamic where no day is the same, and we are diverse and inclusive passionate about growth and transformation. If you're up to the challenge, apply today!

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $123,800 - $223,300

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.