Google Cloud CX Architect

Role Overview:

This role focuses on designing and implementing scalable Contact Center as a Service (CCaaS) and Intelligent Virtual Assistant (IVA) solutions. The architect will leverage Google Cloud and Google CX (Dialogflow CX) for conversational IVR, NLU/NLP, and integrations, while also architecting secure cloud infrastructure on GCP using services like GKE, Cloud Run, and BigQuery. A key aspect involves optimizing Five9 CCaaS solutions and leading integrations with enterprise systems.

Key Responsibilities:

• Design and implement scalable CCaaS and IVA solutions using Google Cloud and Google CX (Dialogflow CX), including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech, and seamless integration with Five9 and enterprise systems.
• Architect secure, resilient cloud infrastructure on GCP utilizing services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform).
• Architect, implement, and optimize Five9 CCaaS solutions, covering ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and compliant contact center operations.
• Lead integrations and migrations leveraging Five9 APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and transition from legacy contact center platforms.
• Apply Agile development, Continuous Integration, and Continuous Delivery practices, including working knowledge of CI/CD pipeline tools, DevOps, and Observability.
• Implement automated release management using GitHub Actions.
• Possess strong skills in architecture design and modeling for complex systems.
• Collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.

Required Skills:

• Deep knowledge of Google CX and Google Cloud.
• Proficiency in Dialogflow CX, conversational IVR design, NLU/NLP modeling, intent/flow orchestration, webhook integrations, speech-to-text/text-to-speech.
• Experience with GCP services: GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery.
• Expertise in IAM, VPC design, encryption, multi-region high availability, and Terraform.
• Strong understanding of Five9 CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management.
• Experience with Five9 APIs, CRM/CTI integrations, webhooks, SIP/WebRTC, and security configuration (RBAC, PCI/HIPAA).
• Familiarity with Agile development, CI/CD, DevOps, Observability, and GitHub Actions.
• Strong skills in architecture design and modeling, data structures, algorithms, and design patterns.
• Good understanding of cloud security architecture, Encryption, and OAuth.
• Exceptional written and verbal communication, documentation abilities, and stakeholder management skills.
• Ability to influence at all levels across functions, from both technical and non-technical perspectives.

Qualifications:

• N/A