AI Architect with CCAAS

Job Title: CCaaS Architect: Customer Engagement Suite (CES)

Work Location: Remote

Contract Duration: Long Term

A consultative leader who bridges sales and delivery to design and implement Gemini-powered customer engagement platforms and contact center transformations.

Role Summary: As the Principal Architect for the CES stack (Gemini Enterprise for CX), you own the technical design and delivery oversight of our customer engagement solutions. You bridge the gap between AI strategy and traditional contact center infrastructure, working with customers and Google channel partners to architect seamless, real-time engagement platforms. Your mission is to integrate CES, Dialogflow CX, Agent Assist, and Conversational Insights into a unified ecosystem that transforms the customer experience while ensuring technical harmony with enterprise CRM and telephony systems.

Responsibilities:

• Consultative Solutioning & Sales Support: Lead technical discovery and solution architecture for major CX pursuits, translating client business goals into Gemini-powered contact center designs that drive measurable ROI.
• Google CCaaS Platform & Implementation Oversight: Lead end-to-end architecture for Google CCaaS Platform (formerly CCAI) implementations and provide technical governance during delivery to ensure scalability, security, and alignment with Google’s recommended patterns.
• Customer & Channel Technical Liaison: Serve as the strategic technical point of contact for clients and Google’s CX field teams, coordinating joint market pursuits and providing expert guidance on conversational AI innovations.
• Conversational AI Agent Architecture: Architect complex, multi-turn conversational flows using Google Agent Studio platforms (CX Agent Studio, Conversational AI Agents, Vertex AI Agent Builder, etc.) and Dialogflow CX, leveraging Gemini and advanced “Playbook” patterns to build highly adaptive, natural-language agents.
• Gemini-Enhanced Agent Assist & Insights: Design real-time guidance systems using Gemini-powered Agent Assist for live call summarization and coaching, and implement Conversational Insights to utilize Gemini for deep sentiment extraction and business intelligence from customer interactions.
• Integration Patterns: Design the connectivity between Gemini-enabled CES components and major CRM (Salesforce, Zendesk) and CCaaS (Genesys, Nice, Avaya) platforms.
• Telephony & Network Design: Oversee the technical setup of Google CCaaS/CCAI, including SIP/PSTN bridging and audio stream orchestration required for real-time Gemini processing.

Required Qualifications:

• 12+ years in CX or CCaaS architecture and consultative technical leadership
• Expert-level knowledge of Google Dialogflow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini
• Proven experience in customer-facing roles, with the ability to lead technical workshops and influence CXO stakeholders during complex sales cycles
• Deep experience with telephony protocols (SIP, RTP, WebRTC)

Desired Qualifications:

• Hands-on technical experience with Generative Playbooks and Generative Fallback features within Dialogflow CX
• Proficiency in Prompt Engineering for conversational agents, focusing on tone, safety guardrails, and behavioral tuning
• Experience with Vertex AI Search and Conversation for RAG-based conversational fulfillment
• Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification
• Knowledge of Google Cloud’s Media CDN and low-latency audio processing for voice-driven AI systems
• Proficiency in JavaScript/Python for custom webhook development and complex API orchestration