Principal Architect, Conversational AI & CX (Remote)

Convergys; Northern (KY); Hybrid; USD 155,000 - 220,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid time off

Job summary

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

Responsibilities include consulting on major CX projects, architecting Gemini-enabled workflows, and ensuring scalable, secure deployments aligned with best practices.

Qualifications

• 12+ years in CX or CCaaS architecture and consultative technical leadership.
• Expert-level knowledge of Conversational AI, Google Dialog flow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini.
• Experience in customer-facing roles, leading technical workshops and influencing stakeholders during complex sales cycles.

Responsibilities

• Lead technical discovery and architecture for CX projects delivering Gemini-powered contact center designs with measurable ROI.
• Act as strategic technical contact for clients and Google CX teams, guiding on pursuits and advising on AI advancements.
• Design complex conversational flows using Dialogflow CX, Gemini, and Playbook patterns to create adaptive, natural-language agents.
• Develop real-time guidance with Gemini-powered Agent Assist and implement Conversational Insights for BI and sentiment analysis.
• Oversee Google CCaaS Platform implementations ensuring scalability, security, and best-practice alignment.

Skills

CX architecture

Consultative leadership

Conversational AI

Dialogflow CX

Agent Assist

CCaaS/CCAI

Gemini

Google Cloud

Tools

Dialogflow CX

Gemini

Vertex AI

Salesforce

Zendesk

Genesys

Nice

Avaya

Job description

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

Responsibilities include consulting on major CX projects, architecting Gemini-enabled workflows, and ensuring scalable, secure deployments aligned with best practices.