CCaaS Architect - Bilingual French & English

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee‑first process. Our vision is a place where employees know they can thrive.

TTEC is seeking an enthusiastic CCaaS Architect to join our rapidly expanding Google Practice team. If you have a passion for new tech, love to continue to learn and pioneer in the AI space, keep reading.

• Lead voice and digital AI self‑service solutions for large, multi‑location contact centers
• Design, develop and implement AI self‑service applications with Google CCAI
• Interface with clients, lead design decisions and drive toward defining solution requirements and technical design
• Serve as a project lead for the Google Delivery practice for assigned Google CCAI projects
• Collaborate with project team members to provide input to conversation design specifications
• Integrate with backend systems using web services, databases, and reporting
• Perform Unit Testing of developed code
• Assist with System and Functional Testing

• Multi‑lingual; fluent English and French verbal/written communication
• 8+ years of contact center architect experience overall
• 4+ years of experience with AI solutions
• Knowledge of Google Cloud Platform Services (IAM, Storage, Networking, Cloud Run, Cloud Run Functions)
• Ability to support multiple projects at the same time
• Experience managing large multi‑site contact center implementations
• Experience managing and guiding developers
• Experience writing solution document designs/specifications for contact center solutions
• Experience supporting quality assurance and user acceptance testing
  
  Experience with contact center reporting
• Must be able to work independently, be organized, self‑motivated and have attention to detail
• Excellent communication skills, both written and verbal
• 4‑year bachelor’s degree

• 2+ years of technical hands‑on experience with Google CCaaS or UJET
• Google Certification and/or Badge completion
• Experience managing staff
• Experience developing mobile applications (iOS, Android)
• Experience integrating WFO platforms (NICE, Verint, Alvaria, etc.)
• Experience migrating legacy premise contact center platforms to cloud services
• Experience developing conversational agents (Dialogflow)
• Proficiency in JavaScript, Node.js and frameworks (Express and Spring)

TTEC Digital and our 1,800+ employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company with customer service representatives located worldwide. TTEC Holdings Inc. is the parent company for both Digital and Engage.

When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

TTEC has been awarded the Great Place To Work 2024‑2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin or disability.

TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

We may use AI tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.