Principal Customer Experience Ai Architect Job Franklin area,Tennessee USA,IT/Tech

Principal Customer Experience AI Architect Principal Customer Experience AI Architect

Location: Franklin, TN (Hybrid)

Our client is seeking a Principal Customer Experience AI Architect to lead the design and transformation of enterprise customer engagement platforms. This highly visible role combines Conversational AI, Generative AI, cloud architecture, and customer experience strategy to deliver next-generation voice and digital solutions.

Responsibilities

Define enterprise customer experience architecture and modernization roadmaps
Design Conversational AI, virtual agent, and agent-assist solutions
Lead AI-driven customer engagement initiatives across voice, chat, and digital channels
Architect scalable cloud-based CX platforms and integrations
Partner with business and technology leaders to align customer experience strategy with business objectives
Lead architecture reviews, governance, and technology standards
Support strategic initiatives, solution design, and executive stakeholder engagement
Mentor architects and technical leaders across multiple programs

Requirements

Strong experience with enterprise contact center and customer experience platforms
Expertise in Conversational AI, Generative AI, and intelligent automation solutions
Experience architecting solutions on Google Cloud Platform (GCP)
Knowledge of customer engagement ecosystems and omnichannel platforms
Experience integrating CX platforms with CRM and enterprise applications
Strong understanding of cloud-native architectures, APIs, and modern application design
Proven ability to lead enterprise transformation initiatives and advise senior stakeholders
Excellent communication, leadership, and consulting skills

Preferred

Experience with Google CCAI, CES, Vertex AI, or similar AI platforms
Experience with Genesys, Cisco, Avaya, or other enterprise contact center technologies
Background in enterprise consulting, digital transformation, or customer experience strategy
Experience leading AI-enabled customer service modernization programs

Excellent compensation, bonus potential, comprehensive benefits, and the opportunity to shape large-scale AI and customer experience transformation initiatives.

To apply , send resume to:

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