CCaaS Architect

Quantiphi; Toronto; Hybrid; CAD 140,000 - 180,000; Full time

Job summary

Quantiphi, an award-winning AI-first engineering company, seeks a CCaaS Architect in Toronto. You will lead end-to-end conversational AI deployments, with a focus on Google Dialogflow CX, ensuring seamless customer and agent experiences across voice and digital channels.

The ideal candidate has 8+ years designing and deploying conversational AI, strong hands-on Dialogflow CX, Firestore configuration, and CCaaS platform experience.

Qualifications

• 8+ years of experience designing, configuring, and deploying conversational AI.
• Hands-on experience with Google Dialogflow CX including intents, entities, flows, pages, and routes.
• Experience with Firestore database configuration.
• Excellent stakeholder communication, time management, and problem-solving skills.

Responsibilities

• Design DTMF and conversation flows, intents, entities, fulfillment, and integrations for Dialogflow CX, including Firestore database configuration.
• Configure Dialogflow CX environments, versioning, pages, routes, parameters, conditions, webhooks, and fulfillment.
• Develop test plans, conduct UAT, and manage production cutover and hypercare.
• Create documentation, configuration guides, and administrator documentation; provide knowledge transfer to support teams.
• Partner with cross-functional teams (Product, Operations, IT, Security) to deliver solutions on time and within scope.
• Troubleshoot and optimize conversational flows, latency, integrations, and conversational accuracy.
• Provide post-deployment support and continuously improve solutions based on analytics and user feedback.

Skills

Conversational AI design

Dialogflow CX expertise

Stakeholder communication

Project coordination

APIs & webhooks

Security & privacy

Documentation

Tools

Dialogflow CX

Firestore

CCaaS platforms

Node.js

Python

Webhooks

Job description

Quantiphi is an award-winning, AI-First global digital engineering company that helps the world's leading Fortune 1000 organizations transform bold ideas into measurable business impact. We go beyond building innovative AI technologies - we solve the problems that matter most to our clients.

Since our founding in 2013, Quantiphi has built a proven track record of turning complex challenges into meaningful outcomes across industries.

Headquartered in Boston, with more than 4,000 professionals worldwide, we partner with global enterprises to deliver large-scale digital, cloud, and AI-driven transformation. #SolvingWhatMatters

We are an Elite and Premier partner to Google Cloud, AWS, NVIDIA, Snowflake, and other leading technology platforms, and our work has been recognized across the industry, including:

• 21 Google Cloud Partner of the Year awards in the past 10 years
• 3 AWS AI/ML Partner of the Year awards
• 3 NVIDIA Partner of the Year awards
• 3 Snowflake Partner of the Year awards
• Rated Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst firms

Quantiphi delivers First-in-class AI solutions across Life Sciences, Healthcare, Banking, Financial Services, CPG, Manufacturing, Energy, High-Tech, Telecommunications, etc., powered by cutting-edge Generative AI and Agentic AI accelerators.

We are also proud to be certified as a Great Place to Work-reflecting our commitment to our people and our culture.

Role: CCaaS Architect

Experience Level: 10+ Years

Employment type: Full Time

Location: Hybrid (Toronto)

About the Role:

We're looking for an experienced Conversational AI Architect specializing in end-to-end

configuration and deployment of conversational AI solutions. The ideal candidate will have proven hands-on expertise with Google Dialogflow CX. Working alongside Architects and Contact Center experts, you will play a key role in the design,implementation, and rollout of

modern conversational AI solutions, ensuring seamless customer and agent experiences across voice and digital channels.

Key Responsibilities:

• Design DTMF and conversation flows, intents, entities, fulfillment, and integrations for Dialogflow CX, including Firestore database configuration.
• Configure Dialogflow CX environments, versioning, pages, routes, parameters, conditions, webhooks, and fulfillment.
• Develop test plans, conduct UAT, and manage production cutover and hypercare.
• Create documentation, configuration guides, and administrator documentation; provide knowledge transfer to support teams.
• Partner with cross-functional teams (Product, Operations, IT, Security) to deliver solutions on time and within scope.
• Troubleshoot and optimize conversational flows, latency, integrations, and conversational accuracy.
• Provide post-deployment support and continuously improve solutions based on analytics and user feedback.

Required Qualifications:

Must Have:

• 8+ years of experience designing, configuring, and deploying conversational AI or
• Strong hands-on experience with Google Dialogflow CX, including:
  • Intents, entities, flows, pages, parameters, conditions, and routes
  • Webhooks and fulfillment
  • Versioning and environments
  • Generative AI features and sentiment analysis
• Experience with Firestore database configuration.
• Solid understanding of conversational AI and customer engagement solution design.
• Experience creating technical documentation, configuration guides, and administrator documentation.
• Excellent stakeholder communication, time management, and problem-solving skills.

Good to Have:

• Experience with Contact Center as a Service (CCaaS) platforms such as Google CCAIP (UJET), Genesys Cloud, Amazon Connect, Five9, NICE CXone, or Cisco
• Experience configuring routing, IVR, queues, skills, agent profiles, and contact handling
• Solid understanding of contact center fundamentals, including IVR, ACD, WFM, QA, omnichannel, SLAs, and service design.
• Experience integrating with CRM platforms (e.g., Salesforce, HubSpot), ticketing platforms (e.g., Zendesk, ServiceNow), and knowledge management systems.
• Familiarity with Google Cloud services (IAM, Pub/Sub, Cloud Functions, Vertex AI), APIs, and event-driven architectures.
• Strong understanding of security, compliance, and privacy standards (PII handling, GDPR, SOC 2, ISO 27001).
• Knowledge of telephony concepts including SIP, SBCs, PSTN, call recording, and QoS.
• Experience with AI/ML capabilities such as Agent Assist, intent detection, summarization, and analytics.
• Programming experience with Node.js or Python for integrations, serverless functions, and webhook development.
• Experience with workforce management, quality management, and compliance recording solutions.

What's in it for YOU at Quantiphi?

• Join one of the world's fastest-growing AI-first digital engineering companies and make a real impact at scale.
• Lead and collaborate with a high-energy team of talented, driven individuals solving complex, meaningful challenges.
• Work with Fortune 500 companies and disruptive innovators in a research-driven environment with 60+ patents.
• Stay ahead of the curve by gaining hands-on experience with cutting-edge AI, ML, data, and cloud technologies while continuously upskilling.