Principal Voice Architect

Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app.

Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you'll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer's needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers. At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and allies as well as professional development opportunities to drive ongoing education. Learn more about our purpose and how you can bring it to life as an Ameris Bank teammate.

The Principal Voice Architect is responsible for leading the design, implementation, and optimization of enterprise telephony solutions. This position will leverage deep expertise in Pindrop, NICE IVR, and Microsoft Teams telephony to ensure secure, scalable, and user-centric voice services, while collaborating with IT infrastructure, security, and business stakeholders.

Essential Functions, Duties, and Responsibilities:

• Architect and support end-to-end voice solutions across cloud and on-premises environments, ensuring high availability and resilience.
• Lead the integration of Pindrop fraud prevention and voice biometrics for call center security and authentication.
• Design, configure, and optimize NICE IVR workflow, including call flows, prompts, and data dips, to enhance self-service and routing accuracy.
• Implement and manage Microsoft Teams telephony (Direct Routing, Operator Connect), session border controllers (SBCs), and related PSTN connectivity.
• Drive proof-of-concepts, pilot programs, and full-scale rollouts, collaborating with project managers and third-party vendors.
• Establish architecture standards, best practices, and documentation for voice platforms, security controls, and telemetry.
• Mentor and upskill voice engineers, fostering a culture of continuous improvement and knowledge sharing.

Required Knowledge, Skills and Competencies:

• Expert knowledge with Call Centers, MS Teams, and NICE IVR technologies.
• Expert knowledge of SIP, RTP, QoS, media bypass, and SBC configuration (e.g., AudioCodes, Ribbon).
• Proven track record with call flow design, trunk capacity planning, and high-availability voice deployments.
• Strong understanding of network security, encryption (TLS/SRTP), and compliance requirements (PCI DSS, GDPR).
• Strong written and verbal communication skills.
• Ability to multitask and have strong problem-solving skills.
• Detail-oriented and organized.

Industry and Work Experience:

• 8+ years of enterprise voice architecture and engineering experience required.
• 3+ years implementing Pindrop solutions for call center authentication and fraud prevention required.
• 3+ years designing and maintaining NICE IVR systems, including Studio, DVP, or equivalent required.
• 5+ years in Microsoft Teams telephony (Direct Routing, Operator Connect) or Skype for Business migrations required.
• Financial Industry experience a plus.

Academic:

• Bachelor's degree in Computer Science, Information Sciences or related field required.
• Related certifications a plus.

Benefits Available to Employees:

Ameris Bank provides a comprehensive employee benefit package to all eligible employees.

• Medical, Dental and Vision Insurance
  
  
  
  • Ameris Bank absorbs a major portion of the cost of healthcare. You become eligible for coverage on the first of the month following 30 days of employment
  
  
  
  
• Life Insurance provided at no additional cost to employees
• Accidental Death & Dismemberment Coverage
• Long-Term Disability Coverage
• Paid Sick and Vacation Leave
• 11 Holidays
• Volunteer/Service Day
• Employee Stock Purchase Plan
• 401(k) Retirement Plan
• Ameris Bank matches 50% of your first 8% of contributions to the plan
• Flexible Spending Accounts
• Health Savings Account
• Health Reimbursement Arrangement
• Supplemental Life & Other Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Legal Insurance
• Employee Assistance Program
• Employee Advocacy Program
• Tickets at Work (Entertainment discounts for Ameris Bank Employees)
• AT&T Employee Discount
• Wellness Discounts for Medical Premiums and Other Rewards
• Employee Referral Incentive
• Education Assistance
• Employee Resource Groups

Banking Advantages for Employees:

In addition to a wide array of benefits, Ameris Bank employees are also eligible for special bank services.

• Free Interest Checking
• Free Safe Deposit Box
• Free Money Orders, Travelers' Checks and Cashier Checks
• Discount on Mortgage Origination Fee
• Free Online Banking and Free Unlimited Online Bill Payment
• Employee Banking Perks

Disclaimer:

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.