Description
Overview
Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. Come join a #1 team and do some good!
HYBRID: Qualified candidates must live or relocate within a 180-mile radius of a hub location listed below and should plan to spend time working from home and some time working in the office as part of our hybrid work environment.
HUB LOCATIONS: Bloomington, IL; Dunwoody, GA; Richardson, TX; or Tempe, AZ
SPONSORSHIP: Applicants for this position are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity
Responsibilities
The Technical Architect is responsible for defining and driving the overall architecture for the Hercules Cloud Contact Center (C3) platform, including its AI-enabled capabilities. This role partners with product owners, engineering teams, business stakeholders, and data engineering (as well as other architecture teams) to design and deliver scalable, secure, and resilient solutions that improve agent performance, operational insights, customer experience, and decision-making.
The Technical Architect will establish technical standards, lead end-to-end solution design, evaluate emerging technologies, and drive modernization initiatives across C3 platform capabilities—ensuring architectural consistency, technical governance, and long-term platform scalability. This role is primarily focused on architecture and governance, with hands-on involvement in proof-of-concepts and reference implementations.
This role sits within our Horizontal Architecture & Engineering team, focused on innovation and standards. Our mission is to enable rapid deployment, ensure seamless interoperability, and continuously advance Hercules C3 through reusable frameworks, patterns, and engineering best practices.
- Design and architect Hercules C3 solutions, evolving the C3 platform architecture maturity within the contact center domain.
- Collaborate with architecture peers, business partners, and product teams to develop aspirational architecture and support production execution.
- Identify opportunities for proof-of-concepts (POCs) and lead their implementation.
- Develop reusable architecture patterns and reference implementations (API, event-driven, integration, security, observability, reliability).
- Drive API-first and event-driven architectures (e.g., API gateway patterns, eventing/async workflows).
- Architect GenAI-powered actionable insights and AI-assisted agent coaching capabilities, including safe and cost-aware LLM usage.
- Maintain broad knowledge of application and integration architectures (web apps, web services, integration patterns, data flows).
- Apply State Farm architecture standards and evaluate solutions against enterprise patterns and governance requirements.
- Ensure quality across multiple environments through technical guidance, review, and governance.
- Understand end-to-end interconnections across applications and data flows, including impacts to end users.
- Provide mentorship and enablement through technical guidance, reusable artifacts, and engineering training.
- Establish feedback loops with business and technology partners to review and validate architecture decisions.
- Exercise significant influence across multiple product suites/teams within the domain.
- Act as a trusted advisor to shape leadership decisions and guide product team technical direction.
Qualifications
- 10+ years experience delivering cloud solutions on AWS, with architectural accountability.
- Proven expertise architecting modern, scalable, maintainable, and resilient solutions with agility.
- Experience designing CI/CD and operational excellence practices aligned to DevSecFinOps, SRE, and SLOs/SLIs.
- Proficiency with core technologies and languages such as Java, Python, React, and AWS services including:Compute/networking: Lambda, ECS/EKS, ROSA, VPC
- Storage/data: S3, DynamoDB, Redshift, Glue
- Integration: REST APIs, SNS/SQS/EventBridge (or equivalent async patterns)
- Familiarity with AWS Well-Architected Framework and practical application of its pillars.
- Experience with security and data governance practices (e.g., IAM least privilege, KMS encryption, secrets management, auditing/monitoring, PII handling).
- Experience with LLM/GenAI integration patterns, including RAG (retrieval + grounding), tool/function calling, and structured outputs.
- Understanding of GenAI evaluation and quality practices (hallucination reduction, offline/online evals, feedback loops).
- Contact center platform experience, including Amazon Connect (preferred).
Our Benefits
Because work-life balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week!
- Potential starting salary range: $110,000 - $150,000 (Starting salary will be based on skills, background, and experience. High end of the range limited to applicants with significant relevant experience.)
- Potential yearly incentive pay up to 15% of base salary
At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family!
- Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.
- Stay Well! Focus on you and your family’s health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!
- Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.
- Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!
- Take a Little “You” Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!
- Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.
- Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.
Visit our State Farm Careers page for more information on our benefits, locations, and the hiring process of joining the State Farm team!
The Technical Architect is responsible for defining and driving the overall architecture for the Hercules Cloud Contact Center (C3) platform, including its AI-enabled capabilities. This role partners with product owners, engineering teams, business stakeholders, and data engineering (as well as other architecture teams) to design and deliver scalable, secure, and resilient solutions that improve agent performance, operational insights, customer experience, and decision-making.
The Technical Architect will establish technical standards, lead end-to-end solution design, evaluate emerging technologies, and drive modernization initiatives across C3 platform capabilities—ensuring architectural consistency, technical governance, and long-term platform scalability. This role is primarily focused on architecture and governance, with hands-on involvement in proof-of-concepts and reference implementations.
This role sits within our Horizontal Architecture & Engineering team, focused on innovation and standards. Our mission is to enable rapid deployment, ensure seamless interoperability, and continuously advance Hercules C3 through reusable frameworks, patterns, and engineering best practices.
- Design and architect Hercules C3 solutions, evolving the C3 platform architecture maturity within the contact center domain.
- Collaborate with architecture peers, business partners, and product teams to develop aspirational architecture and support production execution.
- Identify opportunities for proof-of-concepts (POCs) and lead their implementation.
- Develop reusable architecture patterns and reference implementations (API, event-driven, integration, security, observability, reliability).
- Drive API-first and event-driven architectures (e.g., API gateway patterns, eventing/async workflows).
- Architect GenAI-powered actionable insights and AI-assisted agent coaching capabilities, including safe and cost-aware LLM usage.
- Maintain broad knowledge of application and integration architectures (web apps, web services, integration patterns, data flows).
- Apply State Farm architecture standards and evaluate solutions against enterprise patterns and governance requirements.
- Ensure quality across multiple environments through technical guidance, review, and governance.
- Understand end-to-end interconnections across applications and data flows, including impacts to end users.
- Provide mentorship and enablement through technical guidance, reusable artifacts, and engineering training.
- Establish feedback loops with business and technology partners to review and validate architecture decisions.
- Exercise significant influence across multiple product suites/teams within the domain.
- Act as a trusted advisor to shape leadership decisions and guide product team technical direction.
- 10+ years experience delivering cloud solutions on AWS, with architectural accountability.
- Proven expertise architecting modern, scalable, maintainable, and resilient solutions with agility.
- Experience designing CI/CD and operational excellence practices aligned to DevSecFinOps, SRE, and SLOs/SLIs.
- Proficiency with core technologies and languages such as Java, Python, React, and AWS services including:Compute/networking: Lambda, ECS/EKS, ROSA, VPC
- Storage/data: S3, DynamoDB, Redshift, Glue
- Integration: REST APIs, SNS/SQS/EventBridge (or equivalent async patterns)
- Familiarity with AWS Well-Architected Framework and practical application of its pillars.
- Experience with security and data governance practices (e.g., IAM least privilege, KMS encryption, secrets management, auditing/monitoring, PII handling).
- Experience with LLM/GenAI integration patterns, including RAG (retrieval + grounding), tool/function calling, and structured outputs.
- Understanding of GenAI evaluation and quality practices (hallucination reduction, offline/online evals, feedback loops).
- Contact center platform experience, including Amazon Connect (preferred).
