Enterprise Contact Center Architect

ManpowerGroup Global, Inc.; United States; On-site; USD 165,000 - 175,000; Full time

Job summary

Our client, a leading organization in the technology and customer experience sector, is seeking an Enterprise Contact Center Architect (CCAI / CES - GCP) to join their innovative team. As an Enterprise Contact Center Architect, you will be an integral part of the enterprise solutions department supporting digital transformation initiatives.

The ideal candidate will demonstrate strategic thinking, strong communication skills, and a collaborative mindset, which will align successfully within the

Qualifications

• 20+ years of IT experience with a focus on contact center platforms and enterprise CX transformation.
• Deep expertise in Google CCAI/CES, Conversational AI, and GenAI technologies.
• Strong experience with Google Cloud Platform (GCP).
• Proven leadership in client advisory roles and enterprise CX strategy development.
• Excellent communication and collaboration skills to work effectively across teams and with clients.

Responsibilities

• Design, govern, and evolve large-scale contact center and customer experience ecosystems.
• Lead 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.
• Define enterprise CX architecture strategy and develop comprehensive roadmaps for future growth.
• Design virtual agents, agent assist, and GenAI-driven CX solutions to enhance customer engagement.
• Lead integrations with CRM and enterprise systems, acting as a trusted advisor to enterprise clients and supporting pre-sales, delivery governance, and mentoring of architects.

Skills

Leadership

Client advisory

Communication

Collaboration

Tools

Google CCAI/CES

Google Cloud Platform

Vertex AI

CCaaS integration

Job description

Our client, a leading organization in the technology and customer experience sector, is seeking an Enterprise Contact Center Architect (CCAI / CES - GCP) to join their innovative team. As an Enterprise Contact Center Architect,you will be an integral part of the enterprise solutions department supporting digital transformation initiatives. The ideal candidate will demonstrate strategic thinking, strong communication skills, and a collaborative mindset, which will align successfully within the organization.

Job Title: Enterprise Contact Center Architect (CCAI / CES - GCP)

Location: Dallas Texas, NashvilleTN, Atlanta GA, ChicagoIL

Pay Range: ($165,00 - $175,000) - Commensurate with experience

What's the Job?

• Design, govern, and evolve large-scale contact center and customer experience ecosystems.
• Lead 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.
• Define enterprise CX architecture strategy and develop comprehensive roadmaps for future growth.
• Design virtual agents, agent assist, and GenAI-driven CX solutions to enhance customer engagement.
• Lead integrations with CRM and enterprise systems, acting as a trusted advisor to enterprise clients and supporting pre-sales, delivery governance, and mentoring of architects.

What's Needed?

• 20+ years of IT experience with a focus on contact center platforms and enterprise CX transformation.
• Deep expertise in Google CCAI/CES, Conversational AI, and GenAI technologies.
• Strong experience with Google Cloud Platform (GCP).
• Proven leadership in client advisory roles and enterprise CX strategy development.
• Excellent communication and collaboration skills to work effectively across teams and with clients.

What's in it for me?

• Opportunity to work on cutting-edge customer experience transformation projects.
• Competitive salary aligned with your expertise and experience.
• Work flexibility to support work-life balance.
• Engagement with a forward-thinking organization committed to innovation.
• Supportive environment fostering professional growth and development.

We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability