Google CCAI Architect

Contact Center Solution Enterprise Architect

We are seeking a Contact Center Solution Enterprise Architect to lead the strategic design, end-to-end integration, and evolution of our modern contact center ecosystem. In this high-impact role, you will define the enterprise-wide architecture for real-time contact center platforms, combining core telephony omni-channel routing, and advanced AI—specifically Google Contact Center AI and Real-Time Agent Assist. You will bridge the gap between business operations, telephony platforms, and cloud/Generative AI infrastructure.

This includes establishing reference architectures, governance, and technical roadmaps for event-driven cloud-native services that leverage enterprise approved Large Language Models to deliver real-time agent guidance, automated insights and seamless customer experiences across all contact channels.

Responsibilities:

• Enterprise Contact Center & AI Architecture
• Define the end-to-end target architecture and multi-year technology roadmap for enterprise contact center solutions, integrating legacy telephony modern CCaaS platforms and AI engines
• Architect and scale event-driven streaming solutions built on Google Cloud Platform and CCAI to process live
• Design robust integration patterns linking telephony protocols with cloud-native media streams, microservices, and agent desktops
• Partner with Info Sec Risk and Compliance teams to define security baselines data privacy standards and Responsible AI frameworks for real time voice and text processing

Leadership:

• Cross-Functional Collaboration
• Required Skills:
• Experience Enterprise Architecture Contact Center Core Contact Center AI GCP
• Extensive architectural experience with Google Cloud Platform, specifically CCAI, Dialogflow CX and Agent Assist, as well as cloud-native event architecture (Pub/Sub, Cloud Run, IAM)
• Real Time Streaming Architecture Proven track record designing high-availability, low-latency, real-time media and data processing systems
• Generative AI Advanced Analytics Architecture Expertise in establishing guardrails for prompt engineering model evaluation data security PII redacting and Responsible AI in live agent-facing systems
• Preferred Qualifications:
• Multi Cloud Hybrid Architectures Experience designing hybrid setups across GCP and Azure or AWS
• TOGAF GCP Professional Cloud Architect or equivalent enterprise architecture certifications