Contact Center AI Architect

Info Way Solutions; Charlotte (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

Info Way Solutions seeks a senior, hands-on GECX Architect to design and implement secure, scalable customer experience solutions on Google Gemini Enterprise for Customer Experience. The role combines architecture design with deep experience in Google Cloud, CCaaS, and Conversational AI to deliver production-ready accelerators and integrations.

You will guide teams, review designs, and troubleshoot complex system integrations, ensuring solutions reach production with robust security and

Qualifications

• 12+ years of solution architecture and engineering experience in enterprise contact centers or AI/ML delivery.
• Hands-on expertise with GECX/Customer Engagement Suite, Google CCAI, CX Agent Studio, Dialogflow CX, Vertex AI, Gemini, and GCP.
• Experience building agentic voice/chat solutions using LLMs, orchestration, tool calls, grounding, guardrails, and enterprise integrations.
• Strong knowledge of contact center tech: IVR, CTI, routing, SIP, CRM integrations.

Responsibilities

• Architect end-to-end GECX solutions across voice, chat, web, mobile, and assisted-service journeys.
• Translate contact center needs into architectures, designs, and delivery plans.
• Lead hands-on coding, PoCs, CI/CD, deployment, and production stabilization.

Skills

GECX/CCAI

Python/Java

Structured communication

Cross-functional leadership

Education

Bachelor’s degree in Computer Science or related field

Tools

Dialogflow CX

Vertex AI

Gemini

GCP (Google Cloud)

Job description

We are seeking a senior, hands-on GECX Architect to design and implement secure, scalable customer experience solutions on Google Gemini Enterprise for Customer Experience platform. The ideal candidate will combine strong architecture design and coding expertise with deep Contact Center, Google GECX/CCAI, Conversational AI, Agentic AI, GenAI/LLM, and Google Cloud experience. This role requires an innovative architect who can build PoCs and accelerators, troubleshoot complex integrations, and take automation solutions from architecture through production implementation.

The architect will analyze requirements, compare solution options, recommend the best approach, guide the team, and personally resolve critical design, development, integration, and platform issues.

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 & Technology

• 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.