Lead Architect, Conversational AI & CX on Google Cloud

cnx; United States; Remote; USD 155,000 - 220,000; Full time

Job summary

Concentrix is seeking a dynamic Principal Architect for the Google Cloud CX stack, focusing on Gemini Enterprise for CX and CES. You will lead the technical design and oversight of innovative customer engagement solutions that blend AI strategy with traditional contact center infrastructure.

You will collaborate with customers and Google channel partners to develop integrated, real-time engagement platforms and unify Gemini-enabled CX with CRM and telephony systems.

Qualifications

• 12+ years in CX or CCaaS architecture and consultative technical leadership.
• Expert-level knowledge of Conversational AI, Google Dialogflow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini.
• Experience in customer-facing roles, capable of leading technical workshops and influencing stakeholders during complex sales cycles.
• In-depth knowledge of telephony protocols such as SIP, RTP, and WebRTC.

Responsibilities

• Lead technical discovery and architecture for major CX projects, transforming client goals into Gemini-powered contact center designs that deliver measurable ROI.
• Act as the strategic technical contact for clients and Google’s CX field teams, collaborating on market pursuits and providing expert advice on conversational AI advancements.
• Design complex conversational flows using Google Agent Studio platforms and Dialogflow CX, employing Gemini and Playbook patterns to create adaptive, natural-language agents.
• Develop real-time guidance systems using Gemini-powered Agent Assist for training and coaching and implement Conversational Insights for sentiment analysis and business intelligence.
• Lead the architecture of Google CCaaS Platform implementations, ensuring scalability, security, and alignment with Google’s best practices.
• Design integration between Gemini-enabled CX components and major CRM and CCaaS platforms like Salesforce, Zendesk, Genesys, Nice, and Avaya.
• Manage the technical setup of Google CCaaS/CCAI, including necessary telephony and network configurations for real-time Gemini processing.

Skills

CX architecture

Consultative leadership

CCaaS/CCAI

Google Dialogflow CX

Gemini

Tools

Dialogflow CX

Gemini

Agent Studio

Job description

Concentrix is seeking a dynamic Principal Architect for the Google Cloud CX stack, focusing on Gemini Enterprise for CX and CES. You will lead the technical design and oversight of innovative customer engagement solutions that blend AI strategy with traditional contact center infrastructure.

You will collaborate with customers and Google channel partners to develop integrated, real-time engagement platforms and unify Gemini-enabled CX with CRM and telephony systems.