Principal Architect, Conversational AI & CX Solutions

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

Job Title

Principal Architect, Conversational AI & CX Solutions

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our gamechangers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Location

Remote in USA

Job Summary

We are seeking a dynamic and experienced Principal Architect for the Google Cloud CX stack, focusing on Gemini Enterprise for CX and CES. This role involves spearheading the technical design and oversight of innovative customer engagement solutions. You will bridge AI strategy with traditional contact center infrastructure, collaborating closely with customers and Google channel partners to develop integrated, real-time engagement platforms. Your mission is to unify technologies like Dialog flow CX, Agent Assist, and CCaaS into a seamless ecosystem that enhances customer experience and aligns with enterprise CRM and telephony systems. Your expertise will drive impactful, scalable solutions that redefine customer interactions.

Responsibilities

• Consultative Solutioning & Sales Support: Lead technical discovery and architecture for major CX projects, transforming client goals into Gemini-powered contact center designs that deliver measurable ROI.
• Customer & Channel Technical Liaison: 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.
• Conversational AI Agent Architecture: Design complex conversational flows using Google Agent Studio platforms and Dialog flow CX, employing Gemini and advanced "Playbook" patterns to create adaptive, natural-language agents.
• Gemini-Enhanced Agent Assist & Insights: Develop real-time guidance systems using Gemini-powered Agent Assist for training and coaching and implement Conversational Insights for sentiment analysis and business intelligence.
• Google CCaaS Platform & Implementation Oversight: Lead the architecture of Google CCaaS Platform implementations, ensuring scalability, security, and alignment with Google’s best practices.
• Integration Patterns: Design integration between Gemini-enabled CX components and major CRM and CCaaS platforms like Salesforce, Zendesk, Genesys, Nice, and Avaya.
• Telephony & Network Design: Manage the technical setup of Google CCaaS/CCAI, including necessary telephony and network configurations for real-time Gemini processing.

Required 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, capable of leading technical workshops and influencing stakeholders during complex sales cycles.
• In-depth knowledge of telephony protocols such as SIP, RTP, and WebRTC.

Desired Qualifications

• Hands-on experience with Conversational AI, Generative Playbooks, and Generative Fallback features using Dialog flow CX.
• Proficiency in Prompt Engineering for conversational agents, focusing on tone, safety, and behavioral tuning.
• Experience with Vertex AI Search and Conversation for RAG-based fulfillment.
• Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification.
• Understanding of Google Cloud’s Media CDN and low-latency audio processing for voice-driven AI systems.
• Proficiency in JavaScript/Python for custom webhook development and complex API orchestration.

The base salary for this position is $ $155,000 - $220,000, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

The deadline to apply for this position is: 09/30/2026 This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.

As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.

#WAH

#LI-Remote

#Concentrix

Location

USA, PA, Work-at-Home

Physical and Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

English

Spanish

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE