Google CCAI Solution Architect

Job Description

Job Description

Title: Google CCAI Solution Architect
Location with ZIP: Charlotte, NC
Duration: 6 months

Key Responsibilities

• Architect end-to-end GECX solutions across voice, chat, web, mobile, and assisted-service journeys.
• Translate contact center needs into architecture, technical designs, integration patterns, and delivery plans.
• Compare Google-native, CCaaS, open-source, and third-party tools; recommend options based on fit, security, scalability, cost, and risk.
• Build and deploy Agentic Voice and Chat solutions using CX Agent Studio, Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and GCP.
• Design and implement multi-turn conversations, prompts, orchestration, tool calls, fulfillment, context handling, grounding, and human-agent handoff.
• Design integrations with IVR, telephony, CCaaS, CRM, APIs, databases, and enterprise systems, including SIP/SIPREC, gRPC, and WebRTC where required.
• Implement GCP components such as Cloud Run, Cloud Functions, BigQuery, Cloud Storage, IAM, logging, monitoring, and data protection services.
• Working knowledge implementing Services, Components through GCP Stack like GCS, DLP Templates, Cloud Functions, Big Query etc.
• Working experience with collecting and reviewing reporting data/logs from Google Logs Explorer (Stack Driver), Google Big Query, Avaya, GTP, MS SQL.
• Lead hands-on coding, configuration, PoCs, troubleshooting, CI/CD, deployment, and production stabilization.
• Define AI evaluation for task success, response quality, grounding, hallucinations, guardrails, tool use, and agent trajectory.
• Guide teams, review designs and code, remove technical blockers, and ensure solutions reach production.

Required Skills:

• 12 years in solution architecture and engineering, including enterprise contact center, conversational AI, or AI/ML delivery.
• Hands-on expertise in GECX / Customer Engagement Suite, Google CCAI, CX Agent Studio / Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and GCP.
• Experience building Agentic Voice or Agentic Chat solutions using LLMs, orchestration, tool/function calling, grounding, guardrails, and enterprise integrations.
• Strong contact center knowledge: IVR, CTI, routing, queues, transfers, SIP, ANI/DNIS, DTMF, STT/TTS, and CRM/backend integration.
• Strong Python and/or Java skills, REST/JSON APIs, SQL, Git, CI/CD, cloud troubleshooting, IAM, and secure delivery.
• Ability to conduct structured tool assessments, make architecture decisions, lead cross-functional teams, and communicate with client stakeholders. Strong verbal and written communication skills.
• Ability to collaborate with onshore/offshore resources on functional/technical /process aspects.
• This is not a governance-only role. The architect must remain hands-on and own critical solutions through production.

Preferred Qualifications

• Google Cloud certification, preferably Professional Cloud Architect or a role-relevant equivalent.
• Experience delivering large-scale CCaaS, contact center transformation, or production agentic AI programs.
• Bachelor s degree in Computer Science, Engineering, or a related field, or equivalent practical experience