Customer Experience (CX) Solution Architect - Google Cloud (Gemini Enterprise)

Capgemini; United States; Hybrid; USD 88,544 - 207,401; Full time

Benefits offered by this job

Paid time off based on employee grade

Medical, dental, and vision coverage

Retirement savings plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini is looking for a Gemini Enterprise Customer Experience (CX) Solution Lead to drive technical strategy and solution architecture for AI-powered CX transformations. This hybrid role is based in several preferred locations including Atlanta and New York.

Key responsibilities include design and execution of scalable architectures, guiding delivery teams, and aligning cross-functional efforts. A minimum of 10 years’ experience in contact center solutions is required, along with expertise in Google Cloud.

Qualifications

• 10+ years of experience in contact center technical presales or consultative solution architecture.
• Experience in designing and architecting CCaaS and AI-driven CX solutions.
• Strong knowledge of Contact Center technologies including ACD, CRM integration, and chatbots.

Responsibilities

• Lead technical strategy and solution architecture for AI-powered CX transformations.
• Design and lead scalable AI-powered CX architectures.
• Guide delivery teams from POC to production ensuring quality outcomes.

Skills

Contact center technical presales

Consultative solution architecture

Google Cloud Platform

Natural language processing

Relationship-building skills

Tools

Google CCAI

Amazon Connect

Genesys Cloud

Twilio

Job description

Overview

Choosing Capgemini means you will be empowered to shape your career, be supported and inspired by a collaborative community of colleagues around the world, and reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Location

This is a hybrid role based in one of the preferred locations: Atlanta, GA / New York, NY / Bridgewater, NJ / Chicago, IL / Dallas, TX / San Francisco, CA.

About The Job You’re Considering

As a Gemini Enterprise Customer Experience (CX) Solution Lead, you will lead the technical strategy, solution architecture, and execution alignment for AI-powered CX transformations. You will be responsible for designing scalable architectures, securing technical wins, and ensuring successful delivery outcomes across complex enterprise environments. This role is the technical counterpart to the Practice Lead, focused on translating strategy into robust, production-ready solutions.

Your role

• Solution Architecture & Technical Leadership: Design and lead end-to-end AI-powered CX architectures on Google Cloud, defining scalable, secure, and production-ready solution patterns.
• Technical Sales & Solutioning: Lead technical discovery and solution design during sales cycles, developing compelling proposals and securing technical wins.
• CX Platform Expertise: Architect and integrate CCaaS and AI-driven CX solutions across platforms (e.g., Google CCAI, Amazon Connect, Genesys, Twilio) with CRM, analytics, and automation systems.
• Delivery Alignment & Execution Support: Guide delivery teams from POC to production, ensuring architectural consistency, delivery readiness, and high-quality outcomes.
• Cross-Functional Leadership: Align Capgemini, Google, and partner teams on architecture and execution, acting as the technical bridge across business, sales, and delivery.
• Innovation & Optimization: Drive continuous improvement by identifying opportunities to enhance performance, scalability, and CX outcomes through emerging AI capabilities.

Your Skills And Experience

• 10+ years of experience in contact center technical presales, consultative solution architecture, or a related collaborative role.
• Proven experience in designing and architecting CCaaS and AI-driven CX solutions (e.g., Google GECX, Amazon Connect, Twilio Flex, Genesys Cloud, or Khoros).
• Strong, holistic knowledge of Contact Center technologies, including IVR, ACD, WFM, CRM integration, chatbots, natural language processing, RPA, and reporting/analytics.
• Deep expertise in Google Cloud Platform, Customer Experience, and Generative AI technology stack.
• Strong communication and relationship-building skills with executive and technical audiences.
• Google Cloud certifications (e.g., Professional Cloud Architect, Network Engineer, ML Engineer) are a plus.
• Ability to travel up to 50% of the time.
• Preferred Qualifications:
  • Hands-on experience with Google GECX and Vertex AI
  • Experience leading large-scale CX transformation programs
  • Experience working with and managing partners in complex implementation projects, including hyperscalers.

Compensation

The base compensation range for this role in the posted location is $88,544 - $207,401. Capgemini provides compensation range information in accordance with applicable laws. The actual compensation offered may fall outside the posted range and will be determined based on multiple legally permitted factors.

Benefits

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (Vacation 12-25 days, holidays, Personal Days, Sick Leave)
• Medical, dental, and vision coverage
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation is not considered earned until due under applicable plans or agreements and is subject to Capgemini’s discretion. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable law.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. Capgemini may capture your image during the interview process for verification.

Please be aware that Capgemini may provide more information on your rights as an Applicant in the United States at the provided resources.