Hi All,
We are immediately hiring for a Principal Architect / Lead Forward Deployed Engineer - Applied AI & Google Contact Center AI / CCAI, CCaaS.
Please go through the JD shared below and share your updated resume along with your contact details ASAP.
Principal Architect / Lead Forward Deployed Engineer - Applied AI & Google Contact Center AI / CCAI, CCaaS
Locations: San Jose CA, Austin TX or remote; travel up to 50 percent
As a Principal Forward Deployed Engineer in Applied AI, you are the agent engineer and principal solution architect for customers' most critical conversational AI and telecom transformation initiatives. You convert conversational prototypes into secure, production-grade systems, own the architecture and engineering lifecycle, establish the first Customer User Journeys, and integrate Google AI capabilities with telecom networks, customer platforms, contact centers and enterprise security boundaries.
Job responsibilities:
- Serve as the principal architect and lead developer for complex Conversational AI, voice and customer-experience applications, moving pilots into production-grade agentic and multi-agent workflows.
- Own end-to-end reference and solution architecture across Google Conversational Agents, Gemini-powered CX, Customer Engagement Suite, Contact Center AI, Agent Assist, CX Agent Studio, SCRAPI and customer CCaaS platforms.
- Design the connective tissue between AI agents and telecom environments, including BSS and OSS, CRM, customer identity and authentication, billing, order management, provisioning, network/service assurance, knowledge platforms and legacy APIs.
- Define architecture decisions and non-functional requirements covering availability, scale, latency, security, privacy, observability, disaster recovery, cost and operational support.
- Architect voice, messaging and digital-channel journeys, including IVR modernization, routing, escalation, human handoff, conversation/session continuity and contact-center integrations.
- Build evaluation and observability pipelines for reasoning loops, tool selection, containment, transfer accuracy, latency, safety and business outcomes.
- Deploy secure cloud and network infrastructure with Terraform or comparable infrastructure-as-code tooling, including IAM, secrets, private networking, API gateways and service controls.
- Lead technical discovery and architecture workshops with customer, telecom, security and operations stakeholders; document current state, target state, transition architecture and implementation roadmaps.
- Convert repeatable field patterns and platform friction into reusable modules, architecture standards and product feature requests.
- Act as an autonomous technical leader and multiplier by reviewing designs, resolving critical production issues and upskilling customer and partner engineering teams.
Minimum qualifications:
- Bachelor's degree in Engineering, Computer Science or a related field, or equivalent practical experience.
- At least 10-12 years of software engineering experience, including 5 years using Python or a comparable language and 3 years owning staff, principal or lead architecture responsibilities.
- Production experience architecting and launching AI systems on Google Cloud Platform, including hands-on implementation and debugging.
- Hands-on implementation of Dialogflow CX or Conversational Agents, CES, CCAI or Agent Assist in an enterprise environment.
- Demonstrated telecom-domain architecture experience involving at least two of the following: BSS/OSS, billing, order management, provisioning, network/service APIs, subscriber identity/authentication, telecom CRM, CCaaS/IVR or messaging.
- Experience integrating full-stack applications, APIs and AI agents with enterprise infrastructure, legacy systems and security perimeters.
- Experience using Terraform or similar tools to provision agents, compute, networking, IAM and supporting services.
- Experience leading architecture and technical discovery sessions directly with customers and taking solutions from proof of concept to production.
Preferred qualifications:
- Master s or PhD in AI, Computer Science, Telecommunications or a related field.
- Experience with TM Forum Open APIs, eTOM or SID, carrier-grade integration patterns, 5G/service orchestration or network assurance.
- Experience with SIP, RTP, PSTN, IVR, CPaaS/CCaaS, Genesys, Twilio or comparable voice and contact-center platforms.
- Experience building multi-agent systems using ADK, LangGraph, CrewAI, ReAct, self-reflection or hierarchical delegation.
- Experience tracing conversation and transaction identifiers across microservices and telecom systems during live incidents.
- Experience connecting agents to enterprise knowledge bases and optimizing RAG chunking, retrieval and grounding.
- Understanding of telecom security and privacy obligations, including customer proprietary data, PCI/PII controls and zero-trust service access.
- Ability to travel up to 50 percent.
Thanks & Regards
Prabhash
SYSTEM EDGE USA LLC
Never miss an opportunity! Create an alert based on the job you applied for.
