Enterprise Contact Center Architect
ThemeSoft
Overview
Job Title: Enterprise Contact Center Architect
Location: Nashville, TN; Atlanta, GA; Chicago, IL
The Enterprise Contact Center Architect (CCAI / CES - GCP) is a senior, enterprise-level role responsible for designing, governing, and evolving large-scale contact center and customer experience (CX) ecosystems. The role leads end-to-end CX, Conversational AI, and GenAI transformations across voice, digital, and omnichannel channels using Google CCAI, CES, Vertex AI, and integrations with leading CCaaS platforms such as Genesys, Avaya, and Cisco.
Responsibilities
- Defining enterprise CX architecture strategy and roadmaps
- Designing virtual agents, agent assist, and GenAI-driven CX solutions
- Leading integrations with CRM and enterprise systems, and acting as a trusted advisor to enterprise clients
- Supporting pre-sales, delivery governance, and mentoring of architects
Qualifications
- The ideal candidate has 20+ years of IT experience, deep expertise in contact center platforms
- Google CCAI/CES
- Conversational AI, and GenAI
- Strong GCP experience
- Proven background in enterprise CX transformation and client advisory leadership
Vacancy posted 3 days ago
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