Automation Architect (Charlotte)

Job Description: Automation Architect – Google GECX, Agentic Voice & Chat

Client: Infosys / Meta

Location: Charlotte, NC

Experience: 12+ Years

Role: Automation Architect

Job Summary

We are seeking a highly experienced, hands-on Automation Architect to design, develop, and implement scalable automation frameworks for Google Gemini Enterprise for Customer Experience (GECX)-based Agentic Voice and Agentic Chat applications.

The ideal candidate will possess strong automation architecture expertise, extensive Contact Center domain knowledge, and hands-on experience with Conversational AI, Generative AI, and Google Cloud AI technologies. The role involves developing innovative automation solutions, building proof of concepts (PoCs), creating reusable accelerators, and implementing AI-driven testing strategies for complex voice and chat workflows.

Key Responsibilities

• Define and lead automation architecture, strategy, frameworks, and roadmaps for Agentic Voice and Agentic Chat applications.
• Design and develop scalable automation frameworks for IVR, voicebots, chatbots, AI agents, and end-to-end customer journeys.
• Automate multi-turn conversations, complex IVR flows, backend integrations, and omnichannel scenarios.
• Develop testing strategies for LLM-based applications, including prompt validation, contextual accuracy, hallucination detection, guardrails, and non-deterministic response evaluation.
• Build automation solutions for AI agents involving tool/function calling, API interactions, multi-step workflows, and orchestration.
• Develop PoCs and reusable automation accelerators on the Google GECX platform.
• Integrate automation frameworks with CI/CD pipelines and continuous testing processes.
• Perform hands-on coding, framework development, troubleshooting, implementation, and technical reviews.
• Mentor automation engineers and provide technical leadership across architecture and implementation activities.
• Collaborate with client stakeholders to identify automation opportunities and demonstrate measurable improvements in quality, test coverage, and release confidence.

Required Skills and Qualifications

• 12+ years of IT experience, with substantial expertise in test automation and automation architecture.
• Strong hands-on experience designing and developing reusable, scalable automation frameworks.
• Extensive knowledge of Contact Center technologies, including IVR, voicebots, chatbots, conversational AI, and customer journey automation.
• Experience with Agentic AI, Generative AI, LLM-powered applications, and AI agent testing.
• Hands-on experience with Google GECX, Google Cloud Vertex AI, Gemini, and Google AI Studio.
• Strong understanding of AI testing methodologies, including prompt evaluation, hallucination detection, contextual accuracy, guardrail validation, and tool/function execution.
• Strong programming skills in Python and/or Java.
• Experience with REST APIs, JSON, backend validation, and system integration testing.
• Knowledge of CI/CD pipelines, Git, DevOps practices, automated reporting, and continuous testing.
• Understanding of contact center concepts such as CTI, ANI/DNIS, DTMF, SIP/telephony, call routing, queues, self-service, live-agent transfers, and CRM integrations.
• Excellent problem-solving, communication, stakeholder management, and technical leadership skills.

Preferred Skills

• Experience with agent frameworks, orchestration, and multi-step AI workflows.
• Experience building evaluation frameworks and regression testing for LLM applications.
• Knowledge of Google Cloud-based conversational AI environments.
• Experience developing automation PoCs, reusable accelerators, and AI-assisted development solutions.
• Ability to rapidly evaluate emerging technologies and translate them into practical automation solutions.

Key Skills Summary

Google GECX, Google Cloud Vertex AI, Gemini, Automation Architecture, Test Automation Frameworks, Agentic AI, Conversational AI, IVR, Voicebots, Chatbots, LLM Testing, Python, Java, API Automation, CI/CD, Contact Center Technologies.