Job Description

Role: Google CCAI Architect

Duration: Long Term

Location: Remote (US)

Job Description:

• As a Google CCAI (Contact Center AI) Architect, you will be responsible for designing and implementing advanced conversational AI solutions tailored for contact center environments. You will collaborate closely with clients, engineers, and stakeholders to deliver cutting-edge AI-powered customer service solutions. Your role will involve understanding business requirements, defining technical architectures, and leveraging Google Cloud technologies to enhance customer experience and operational efficiency.

  Key Responsibilities:

  1. Solution Design and Architecture:

     • Architect end-to-end CCAI solutions using Google Cloud technologies such as Dialogflow CX, Generators, Generative Playbooks and Vertex AI agents.
     • Define system integrations, data flows, and security considerations for scalable and reliable AI-driven contact center solutions.
     • Ensure solutions meet performance, security, and compliance requirements.

  2. Technical Leadership:

     • Lead technical discussions with clients and internal teams to understand business objectives and translate them into technical requirements and solutions.
     • Provide guidance and mentorship to developers and engineers on best practices in AI architecture and implementation.

  3. Project Management:

     • Manage the implementation of CCAI projects from design through deployment and post-launch support.
     • Collaborate with project managers and stakeholders to set milestones, deliverables, and timelines.

  4. Continuous Improvement:

     • Stay current with advancements in AI technologies, particularly Google Cloud AI products, and propose innovative solutions to enhance contact center operations.
     • Conduct regular reviews and assessments of deployed solutions to identify areas for optimization and improvement.

  5. Client Engagement and Support:

     • Act as a trusted advisor to clients, providing insights and recommendations on leveraging AI for customer service excellence.
     • Assist in pre-sales activities, including solution demonstrations and presentations to potential clients.

  Qualifications and Skills:

  • Bachelor's degree in Computer Science, Engineering, or related field; advanced degree preferred.
  • Proven experience in designing and implementing AI solutions, ideally in contact center environments.
  • Deep understanding of Google Cloud Platform, particularly in AI and machine learning services.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and with clients.
  • Prior experience in a client-facing role, with a track record of delivering complex technical solutions.
  • Google Cloud certifications (e.g., Professional Cloud Architect, Professional Data Engineer) preferred.

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