Contact Centre AI Solution Architect leading the design and implementation of intelligent customer engagement solutions. Focusing on cloud-native contact center platforms and conversational AI technologies.
Responsibilities
Architect and implement end-to-end CCaaS solutions integrating Google CCAI, Dialogflow CX, and Vertex AI.
Design scalable conversational workflows using Google CES and Gemini agents.
Lead integration efforts with AWS Connect and Genesys Cloud CX, including SIP routing, CTI, and API orchestration.
Collaborate with product managers, developers, and data scientists to align AI capabilities with business goals.
Define governance frameworks for intent lifecycle management, compliance, and performance monitoring.
Conduct solution workshops, sprint demos, and technical deep dives with stakeholders.
Ensure security, scalability, and compliance with standards like SOC2, HIPAA, and GDPR.
Requirements
12+ years of experience in contact center architecture and AI solutioning.
Proven expertise in:
Google Cloud Platform (Dialogflow CX, Vertex AI, CCAI Insights, Apigee)
AWS Connect and Lambda integrations
Genesys Cloud CX and PureEngage
Strong understanding of SIP, WebRTC, CTI, and telephony infrastructure.
Experience with agentic workflows, LLM orchestration, and multimodal AI.
Familiarity with Agile delivery, sprint planning, and UAT processes.
Excellent communication and stakeholder management skills.
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