Principal Architect - AI CX on Google Cloud

Concentrix CVG Customer Management Group Inc.; Pennsylvania; Hybrid; USD 155.000 - 220.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Paid learning days

Employee assistance program

Zusammenfassung

Concentrix is seeking a Principal Architect for Conversational AI and CX Solutions to lead the design of Gemini-powered CX platforms on Google Cloud. You will bridge AI strategy with enterprise contact center infrastructure, collaborating with customers and Google partners to deliver integrated real-time engagement solutions.

The role requires deep expertise in Dialogflow CX, Gemini, and CCaaS, with strong leadership in client-facing engagements and complex sales cycles.

Qualifikationen

• 12+ years of 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.

Aufgaben

• Lead technical discovery and architecture for major CX projects with Gemini-powered contact center designs.
• Act as strategic technical contact for clients and Google CX field teams.
• Design complex conversational flows using Dialogflow CX and Gemini Playbook patterns.
• Develop real-time guidance systems using Gemini-powered Agent Assist and implement Conversational Insights.
• Architect Google CCaaS Platform implementations with focus on scalability and security.
• Design integrations between Gemini-enabled CX components and CRM/CCaaS platforms (Salesforce, Zendesk, Genesys, Nice, Avaya).
• Manage telephony and network configurations for real-time Gemini processing.

Kenntnisse

CX architecture

CCaaS

Conversational AI

Google Cloud

Dialogflow CX

SIP/RTP/WebRTC

Leadership

Sales support

Ausbildung

Bachelor's or higher in CS/EE

Tools

Dialogflow CX

Gemini

Vertex AI

Salesforce

Zendesk

Genesys

Jobbeschreibung

Concentrix is seeking a Principal Architect for Conversational AI and CX Solutions to lead the design of Gemini-powered CX platforms on Google Cloud. You will bridge AI strategy with enterprise contact center infrastructure, collaborating with customers and Google partners to deliver integrated real-time engagement solutions.

The role requires deep expertise in Dialogflow CX, Gemini, and CCaaS, with strong leadership in client-facing engagements and complex sales cycles.