Solution Architect for Assisted Channels – Hybrid Madrid

Description

Job Summary: We are seeking a Solution Architect to lead the design of technological solutions for Assisted Channels, ensuring the evolution of customer service platforms and omnichannel capabilities. Key Highlights: 1. Lead the design of technological solutions for Assisted Channels. 2. Define end-to-end architecture for assisted channel solutions. 3. Evaluate and integrate new technologies (conversational AI, voicebots). ID: 58864 1 Opening Madrid ### **Role description** **We’re still looking for talent… and we’d love for you to join our team!** To help you get to know us better: UST is a U.S.-based multinational certified as a Top Employer and Great Place to Work, with over 35,000 employees globally and operations in more than 35 countries. We are leaders in digital technology services and deliver large-scale technology solutions to major enterprises. **What are we looking for?** We are seeking a **Solution Architect to lead the design of technological solutions in the field of Assisted Channels (Contact Center, chat, SMS, chatbot, voicebot, IVR), ensuring the proper evolution of customer-facing and omnichannel platforms.** **Hybrid role based in Madrid.** **Responsibilities:** **Define end-to-end architecture for assisted channel solutions.** **Design integrations with core systems and digital platforms via APIs and microservices.** **Align with business stakeholders and translate functional requirements into scalable solutions.** **Collaborate with product, development, QA, and stakeholder teams.** **Participate in defining customer flows and omnichannel customer journeys.** **Evaluate and integrate new technologies (conversational AI, voicebots, copilots).** **Support testing, deployments, and continuous evolution of solutions.** **What we expect from you:** * **+3 years of experience in technology, including solution architecture.** * **Background in Assisted Channels / Contact Center / customer service platforms.** * **Experience with API-based, microservices, and cloud architectures.** * **Experience in Agile environments (Scrum/Kanban) and tools such as Jira and Confluence.** * **Ability to communicate effectively with both business and technical teams.** * **High level of English (B2+).** * **Desirable qualifications:** * **Experience in banking.** * **Familiarity with tools such as Genesys, Dynamics Customer Service, or similar.** * **Experience with AI-driven channel solutions (chatbot, speech analytics).** **Location** Hybrid in Madrid **Working Hours** Office-based schedule **What do we offer?** 23 working days of vacation plus December 24th and 31st. Numerous social benefits (health insurance, remote work allowance, life insurance, accident insurance). Flexible Compensation Program (meal card, childcare vouchers, transport card, online English classes, health insurance for your family, etc.). Free access to multiple training platforms. Job stability and professional growth. We have an internal referral compensation program in place. Option to receive your salary in either 12 or 14 installments. Work-life balance measures (flexible hours, remote work, specialist advisory services — psychologist, nutritionist, personal trainer — and shortened Friday and summer workweeks depending on project needs). UST Club platform offering discounts and gym membership discounts. **If you’d like to learn more, don’t hesitate to apply — we’ll contact you shortly to provide further details about this position! We’re waiting for you!** **At UST, we are committed to equal opportunity throughout our recruitment processes and do not discriminate on the basis of race, gender, disability, age, religion, sexual orientation, or nationality. We are committed to inclusion for people with disabilities and actively support the hiring of individuals holding official disability certification.** ### **Skills** solution architecture,cloud architecture,on-premise architecture,kyc/kyb,togaf ### **About UST** UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.