Conversational AI Architect

Quantiphi; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

Quantiphi is seeking an experienced Conversational AI Architect in a hybrid Toronto role. You will lead end-to-end configuration and deployment of conversational AI solutions, with proven hands-on Dialogflow CX expertise.

Work with cross-functional teams to design, implement, and rollout conversational experiences across voice and digital channels. The role emphasizes designing intents and entities, managing environments and webhooks, and delivering high-quality customer engagements.

Qualifications

• 8+ years of experience designing, configuring, and deploying conversational AI or related field.
• Hands-on experience with Google Dialogflow CX (intents, entities, flows, pages, parameters, conditions, routes).
• Experience with Firestore database configuration.
• Solid understanding of conversational AI and customer engagement solution design.
• Experience creating technical documentation and admin guides.
• Excellent stakeholder communication and problem-solving skills.

Responsibilities

• Design DTMF and conversation flows, intents, entities, fulfillment, and integrations for Dialogflow CX, including Firestore 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 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

Firestore configuration

Documentation & knowledge transfer

Stakeholder communication

Tools

Dialogflow CX

Firestore

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:

Architect - Conversational AI

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.