Automation Architect

Job Description

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

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

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

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