Job Requirements
Job Description
Lead Developer Solution/Architect
Location: Remote
Required Clearance: Public Trust
Since 1999, ITEC has delivered mission-critical support to the DoD and Intelligence Community. Now part of ManpowerGroup Public Sector (MGPS), we continue that work with expanded capabilities. Employees hired through this process will join MGPS and receive a comprehensive benefits package and competitive pay.
U.S. Citizenship Mandatory: Due to our US federal government contract, candidates for this position are required to be a US Citizen and will be subject to a background investigation.
Job Description:
The Lead Developer/Solution Architect will be responsible for guiding and transforming the IT phone system by integrating advanced Voice AI technology. This role entails overseeing the implementation of the Voice AI solution, focusing on autonomous call handling and self-service resolution with minimal involvement from Service Desk Agents. The Lead Developer/Solution Architect will oversee development according to the implementation timeline and roadmap.
The position will have a direct impact on reducing average call-handling times, improving operational efficiency, and decreasing reliance on human IT support agents.
Success in this role requires hands-on experience leading mid-sized SCRUM teams in the implementation of contact center solutions, particularly with ServiceNow CRM and NiCE CXone IVR systems. Familiarity with the Real-Time Communication complexities of LiveKit, especially when integrating with NiCE and ServiceNow, is highly beneficial. The ideal candidate will have experience with large-scale customer service environments, process optimization, and technology integration projects, as well as the ability to design and deploy solutions within defined project timelines and budgets.
Job Responsibilities:
- Lead a development team of 2-3 members, breaking down high-level architecture into actionable modular tasks.
- Create documentation for technical integration flows and API sequence diagrams related to AI-to-telephony handoffs and define "Definition of Ready" for complex AI-based process flows.
- Deploy and manage LiveKit SFU, with an in-depth understanding of Selective Forwarding Units, mesh vs. star topologies, and horizontal scaling using Kubernetes.
- Implement Voice AI solutions using tools similar to LiveKit AI and STT/TTS streaming providers such as Deepgram or ElevenLabs to improve call handling and minimize average call handling time.
- Collaborate with the Functional Lead to gather requirements and ensure alignment with the project's objectives.
- Supervise the deployment of the final solution for autonomous call handling and self-service resolution, ensuring compliance with the implementation schedule and product roadmap.
Required Skills:
- Python, Javascript, LiveKit, Agents SDK, WebRTC, Redis (for pub/sub) – Expert
- AWS – Advanced
- OpenAI Realtime API, LangChain/LangGraph, or Custom RAG implementations – Advanced
- ServiceNow – Intermediate
- Microsoft Entra – Intermediate
- AI Agents and Workflow Integration – Intermediate
Desired Skills:
Azure/MS SSPR
Education Level:
Bachelors
