Senior Technical Solutions Consultant, CCaaS, Applied AI

Google LLC; Tennessee; Remote; USD 152,000 - 221,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Sick time

Maternity leave

Baby bonding leave

Holidays

Job summary

Google Cloud Applied AI specializes in CCaaS and enterprise telephony integrations, delivering agentic AI and virtual agent solutions powered by Gemini for Customer Experience. You will architect, integrate, and deploy next-generation AI-enabled contact center solutions for large enterprises, spanning pre-sales discovery to post-sales deployment and ongoing support.

You will serve as the technical authority for telephony integration across complex CCaaS environments, partnering with Sales and

Qualifications

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience in solution developing and 3 years in stakeholder management, professional services, or technical consulting.
• Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.
• Experience designing, building, and deploying conversational voice and chat solutions (voicebots, IVR, virtual agents).
• Experience writing code in Python for prototyping, API integration, and automation.

Responsibilities

• Lead pre-sales technical engagements, architectural discovery, solution design, and technical feasibility evaluations for enterprise CCaaS and telephony integrations.
• Build rapid prototypes and proofs-of-concepts to pilot agentic AI and voice capabilities with strategic customers.
• Own post-sales technical deployment and integration, including SIP trunking, SBC configuration, carrier onboarding, and end-to-end telephony routing.
• Deliver technical presentations, whiteboard sessions, solution demonstrations, and responses for RFIs/RFPs.
• Collaborate with Product Management and Engineering to identify telephony and platform gaps and co-design fixes.

Skills

VoIP protocols (SIP, RTP, WebRTC)

Conversational voice & chat solutions

Python programming

Stakeholder management

Solution development

CPaaS platforms

Education

Bachelor's degree in STEM

Master's degree preferred

Tools

Google Cloud

SIP trunking

Wireshark

Job description

In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year

Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
In-office locations: Kirkland, WA, USA; Sunnyvale, CA, USA.
Remote location(s): Tennessee, USA.

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.
• Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.
• Experience designing, building, and deploying conversational voice and chat solutions (voicebots, IVR, virtual agents).
• Experience writing code in Python for prototyping, API integration, and automation.

Preferred qualifications:

• Master's degree in Engineering, Computer Science, or related technical fields.
• Google Cloud Certified (Professional Cloud Architect or Professional Data/ML Engineer).
• Experience architecting and deploying major enterprise CCaaS platforms (e.g., Google Cloud Customer Engagement Suite, Genesys, Cisco, Avaya, NICE, Five9, or Twilio).
• Experience working with modern LLMs, prompt engineering, and agentic AI architectures applied to customer support or contact center workflows.
• Experience managing technical relationships and delivery across System Integrators (SIs) and telecom carriers.
• Strong network troubleshooting skills (Wireshark/packet capture analysis, QoS, firewall traversal, SIP ladder inspection).

About The Job

Cloud Applied AI (AAI) powers business growth with Gemini Enterprise. Our portfolio includes Gemini Enterprise for Customer Experience, along with other vertical and domain packaged solutions. We enable high adoption and speed to value by building solutions that are quickly deployed, delivering new 0-to-1 capabilities with startup agility. Team members operate at the forefront of AI, collaborating directly with model builders with unprecedented speed. As an Applied AI Technical Solutions Consultant specializing in CCaaS, you will drive customer experience transformations across the entire customer lifecycle—spanning pre-sales architecture, prototyping, post-sales deployment, and ongoing technical support. You will architect, integrate, and deploy next-generation agentic AI and virtual agent solutions powered by Gemini for Customer Experience, with a focus on enterprise telephony and contact center integrations. In this role, you will be the technical authority for telephony integration (SIP, RTP, carrier connectivity, and CPaaS) across complex CCaaS environments. In pre-sales, you will partner with Sales and Customer Engineering to lead technical discovery, build rapid proof-of-concepts, and design viable architectures. In post-sales, you will own technical delivery, guide carrier and telephony onboarding, lead cutovers to production, and provide escalation support and stabilization. You will also maintain a tight feedback loop with Applied AI Product and Engineering teams, turning field challenges into product enhancements, while co-developing solutions with strategic System Integrators (SIs), ISVs, and partners. Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $152000 - $221000 (USD) + 15% bonus target + equity + benefits

Responsibilities

• Lead pre-sales technical engagements, architectural discovery, solution design, and technical feasibility evaluations for enterprise CCaaS and telephony integrations.
• Build rapid prototypes and proof-of-concepts (POCs) to pilot private preview agentic AI and voice capabilities with strategic customers and early-access partners.
• Own post-sales technical deployment and integration, including SIP trunking, SBC configuration, carrier onboarding, and end-to-end telephony routing.
• Deliver technical presentations, whiteboard sessions, solution demonstrations, and technical responses for RFIs and RFPs highlighting Google Cloud Applied AI and CCaaS value propositions.
• Collaborate closely with Product Management and Engineering to identify telephony and platform gaps, advocate for feature improvements, and co-design fixes based on field learnings.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .