Senior GECX CCaaS Engineer — Google Cloud AI

Accenture; Redmond (WA); On-site; USD 101,000 - 245,000; Full time

Job summary

Accenture, a premier Google Cloud partner, seeks a Senior Engineer to lead Gemini Enterprise for Customer Experience (GECX) delivery and client engagements in Redmond, WA. You will architect AI agent solutions, align with CCaaS platforms, and guide global teams across onshore and offshore locations.

You will collaborate with senior architects, stay ahead of industry trends, and drive end-to-end implementation of complex, scalable GECX initiatives for enterprise clients.

Qualifications

• Minimum of 3 years of experience in technology transformation, with a focus on Conversational AI, CCaaS or cloud-based contact center solutions.
• Minimum of 5 years of experience with Contact Center technologies and industry best practices, including AI Agent building, CCaaS strategy, migration and implementation on platforms like AWS, Google, Genesys, Avaya, NICE.
• Minimum of 5 years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• Bachelor’s degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience).

Responsibilities

• Works in a highly client-facing role to develop and deploy end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions.
• Architects and provides technical recommendations and analysis between GECX product offerings and client’s environments.
• Designs and engineers enterprise-ready AI agents encompassing retrieval, orchestration, policy-based routing, tool invocation, evaluation harnesses, and lifecycle observability.
• Designs, configures and implements GECX CCaaS solutions in client environments and integrates it within client’s end-to-end architecture, requirements and technological constraints.
• Works with software and technology partners to design & deliver Service-focused solutions.
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning.
• Manages day-to-day on-shore and off-shore project teams during the project lifecycle.
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories.

Skills

Client-facing

Delivery leadership

Communication

Strategic thinking

Agile

Education

Bachelor’s degree or equivalent

Tools

GECX

Google Cloud Platform

CCaaS platforms

Job description

Accenture, a premier Google Cloud partner, seeks a Senior Engineer to lead Gemini Enterprise for Customer Experience (GECX) delivery and client engagements in Redmond, WA. You will architect AI agent solutions, align with CCaaS platforms, and guide global teams across onshore and offshore locations.

You will collaborate with senior architects, stay ahead of industry trends, and drive end-to-end implementation of complex, scalable GECX initiatives for enterprise clients.