Agentic AI Architect / Lead Conversational AI Architect

Hope you are doing great today...!
I am a Staffing Specialist at Avtech Solutions . I am reaching out to you on an exciting job opportunity with one of our direct clients.

Job Role: Agentic AI Architect / Lead Conversational AI Architect

Location: Charlotte, NC

Summary:-

Client needs a hands-on Agentic AI Architect / Lead Conversational AI Architect with deep experience in Google CXAS (Customer Experience Application Suite), Dialogflow CX, Contact Center AI, retention workflows, and telecom customer lifecycle management.

The ideal candidate will possess hands-on expertise in Google Contact Center AI, Dialogflow CX, conversational and agentic AI architectures, customer retention journeys, churn prevention strategies, escalation frameworks, and telecom-specific offer recommendation engines. This role will lead the overall conversational design, architecture, governance, and implementation while collaborating closely with business stakeholders, an onsite Business Analyst, and offshore delivery teams.

Key Responsibilities

Conversational & Agent Architecture

• Design end-to-end customer retention conversational journeys using Google CXAS and Dialogflow CX.
• Define agent behavior, conversation states, context management, memory strategies, and reusable design patterns.
• Architect AI-driven retention workflows that identify customer intent, dissatisfaction signals, and disconnect risks.
• Build scalable and reusable conversation components across retention use cases.

Agentic AI Design

• Design agentic workflows that can reason, retrieve information, recommend actions, and execute retention strategies.
• Define orchestration patterns between conversational agents, business rules, and backend systems.
• Design context-aware decisioning for personalized customer interactions.

Retention & Churn Management

• Create disconnect-reason detection frameworks.
• Design churn prediction and retention intervention flows.
• Build promotional offer recommendation strategies based on customer profile, tenure, usage, and eligibility.
• Define customer save strategies and retention playbooks.

Guardrails & Escalation Management

• Design conversational guardrails, compliance controls, and risk mitigation mechanisms.
• Define human-agent handoff and escalation protocols.
• Establish fallback handling, confidence thresholds, and exception management patterns.
• Ensure regulatory and telecom compliance requirements are addressed.

Quality Engineering & Governance

• Define conversation quality metrics and evaluation frameworks.
• Establish testing methodologies, validation processes, and continuous improvement mechanisms.
• Design monitoring dashboards and quality controls for production environments.
• Develop reusable configuration standards and governance models.

Integration & Solution Architecture

• Architect integrations with telecom CRM, billing, customer profile, offer management, and vendor-managed business systems.
• Collaborate with engineering teams on API, middleware, and Google Cloud Platform-based integrations.
• Ensure scalability, security, and operational readiness of the solution.

Stakeholder Management

• Work closely with onsite Business Analysts and business stakeholders to translate requirements into conversational solutions.
• Lead offshore conversational AI and implementation teams.
• Conduct architecture reviews and provide technical leadership throughout delivery.

Required Skills

Primary Skills

• Google CXAS (Customer Experience Application Suite)
• Google Contact Center AI (CCAI)
• Dialogflow CX
• Agent Assist
• Conversational AI Architecture
• Agentic AI Design Patterns
• Prompt Engineering
• Context Engineering
• Conversation Design
• Guardrail & Escalation Framework Design
• Telecom Customer Retention & Churn Management

Secondary Skills

• Solution Architecture
• Google Cloud Platform Services
• API & System Integration
• Quality Assurance Frameworks for Conversational AI
• Business Analysis Collaboration
• Customer Journey Design
• CRM/Billing Platform Integrations
• Vendor System Integration