Product Architect (AI-Powered Conversational Analytics SaaS)

Job description
Product Architect (AI-Powered Conversational Analytics SaaS)

Location: Remote (US, India, or South Africa preferred)

Employment Type: Full-time

About Us

Matellio is an AWS Advanced Partner specializing in custom software development. We are building an AI-powered, SaaS-based conversational analytics solution for enterprises operating contact centers. Our platform enables real-time sentiment analysis, compliance monitoring, root cause analysis, and AI-driven insights for both inbound customer support and outbound marketing, sales, and collections.

We have built a minimum viable product (MVP), with plans to pilot, commercialize and scale within the next 6–12 months. We are looking for a Product Architect to own the technical design and implementation strategy for our AI-driven conversational analytics product.

About the Role

As the Product Architect, you will be responsible for defining the solution and technical architecture of our AI-driven SaaS platform, ensuring that it is built efficiently, securely, and at scale. You will work at the intersection of product strategy and engineering, collaborating with the Technical Product Manager, Product Strategist, and UX Lead, while also providing hands-on direction and technical oversight to the offshore development team.

This role requires a strategic thinker with strong AI/ML implementation experience, particularly in natural language processing (NLP), transcription, redaction, speech-to-text processing, and sentiment/compliance analysis. Candidates with experience working on or integrating with platforms like CallMiner, Verint Systems, TalkDesk, NICE CXone, Observe.ai, or Uniphore will be highly valued.

You should be able to design the architecture, provide hands-on technical guidance to developers, review their work/code, and recommend optimal approaches to ensure high-quality delivery.

Key Responsibilities

Solution & Technical Architecture

- Own and define the end-to-end solution architecture for the AI-driven conversational analytics SaaS platform.

- Architect and oversee the integration of speech-to-text, transcription, redaction, and translation services for voice and text data.

- Define API structures, data pipelines, and workflows for real-time and batch processing of call data.

- Lead the selection and implementation of AI/ML models for sentiment analysis, compliance checks, and root cause analysis, among other use cases.

- Design and implement customizable AI models that allow customers to train models on industry-specific terminology (e.g., finance, healthcare, home insurance, etc.).

- Develop predictive analytics models for customer intent prediction (e.g. churn) and agent stress and burnout risks.

- Evaluate and implement large language models (LLMs) for smart summarization of conversations and recommended next steps.

- Architect solutions that support real-time AI inference and batch processing for large-scale conversational analytics.

- Establish and maintain best practices for multi-tenant SaaS architecture, data isolation, and regulatory compliance.

- Ensure scalability, security, and high availability of the platform.

Development Oversight & Technical Guidance

- Provide hands-on technical leadership to offshore development teams, ensuring alignment with architectural design.

- Conduct code reviews, performance evaluations, and architectural assessments to drive continuous improvement.

- Collaborate with DevOps teams to establish CI/CD pipelines and infrastructure best practices.

Collaboration with Product & Business Teams

- Work alongside the Product Strategist and Technical Product Manager to translate business needs into scalable technical solutions.

- Ensure alignment between technical feasibility, product vision, and business requirements.

Industry & Domain Expertise

- Design solutions that align with call center workflows, supporting both inbound support and outbound engagement.

- Ensure seamless integration with leading contact center platforms such as Amazon Connect, Twilio, Genesys, Avaya, Five+, NICE CXone, or TalkDesk.