Principal Architect - Google Cloud CX Solutions (Remote)

Concentrix; United States; On-site; USD 155,000 - 220,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid learning days

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, bridging AI strategy with traditional contact center infrastructure across real-time platforms.

Collaborate with customers and Google partners to deliver integrated engagement platforms, unify Dialog flow CX, Agent Assist, and CCaaS in a seamless ecosystem, and align with

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.
• In-depth knowledge of telephony protocols such as SIP, RTP, and WebRTC.

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.

Skills

CX/CCaaS architecture

Consultative leadership

Customer-facing

Telephony protocols (SIP, RTP, WebRTC)

Tools

Dialog flow CX

Gemini

Agent Studio

Salesforce integration

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, bridging AI strategy with traditional contact center infrastructure across real-time platforms.

Collaborate with customers and Google partners to deliver integrated engagement platforms, unify Dialog flow CX, Agent Assist, and CCaaS in a seamless ecosystem, and align with