Project Role : Custom Software Engineer

Project Role Description : Design, build and configure applications to meet business process and application requirements.

Must have skills : Google Cloud Machine Learning Services

Good to have skills : NA

Minimum 12 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

We are looking for a seasoned Manager – CCAI Architect with deep expertise in designing and delivering enterprise-grade Conversational AI solutions using Google Cloud's Contact Center AI (CCAI) suite or Google Customer Experience. This role demands a visionary leader who can bridge the gap between business objectives and AI-driven customer experience innovations. As a senior leader, you will drive architectural decisions, guide cross-functional teams, and define the roadmap for scalable and intelligent virtual agent platforms.

Roles & Responsibilities:

Own the end-to-end architecture and solution design for large-scale CCAI implementations across industries.

Define best practices, reusable frameworks, and architectural patterns using Google Dialogflow CX, Agent Assist, Knowledge Bases, and Gen AI capabilities.

Act as a strategic advisor to stakeholders on how to modernize and transform customer experience through Conversational AI.

Lead technical teams and partner with product, operations, and engineering leaders to deliver high-impact AI-first customer service platforms.

Oversee delivery governance, performance optimization, and scalability of deployed CCAI solutions.

Evaluate and integrate cutting-edge Gen AI models (LLMs, PaLM, Gemini) to enhance virtual agent performance and personalization.

Enable and mentor architects, developers, and consultants on Google Cloud AI/ML tools and CCAI strategies.

10+ years of experience in enterprise solution architecture, with 4+ years in Google Cloud AI/ML and Google Conversational AI platforms.

Deep expertise in Dialogflow CX, CCAI Insights, Agent Assist, Gen AI APIs, and GCP architecture.

Strong leadership in managing large transformation programs involving AI chatbots, voice bots, and omnichannel virtual agents.

Proven ability to engage with senior stakeholders, define AI strategies, and align technical delivery with business goals.

Experience integrating AI solutions with CRMs, contact center platforms (e.g., Genesys, Five9), and backend systems.

Certifications in Google Cloud (e.g., Professional Cloud Architect, Cloud AI Engineer) are a strong plus.

Exceptional communication, thought leadership, and stakeholder management skills.

Professional & Technical Skills:

Must Have Skills: CCAI/Dialogflow CX/Gemini Enterprise Cx/Google Customer experience. Hands on experience and generative AI understanding. Proficiency in Google Gemini Enterprise, Conversational Agents (Playbooks), and Dialogflow CX/ES for enterprise conversational AI solutions.
Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification.
Strong understanding of AI/ML algorithms, NLP and techniques.
Experience with Experience with Contact Center AI (CCAI) architecture and deployment, CCaaS platform integrations - Genesys Cloud CX, telephony connectors, and omnichannel routing, Agent Assist - real-time agent guidance, knowledge base surfacing, and smart reply configuration, Genesys Cloud CX.
Experience with cloud or on-prem application pipeline with production-ready quality.

Additional Information:

The candidate should have a minimum of 15+ years of relevant experience and Proficient in Google Cloud Machine Learning Services/ CCAI/Dialogflow CX/Gemini Enterprise Cx/Google Customer experience.

The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions.