Role Overview
Our client, a technology-driven organization focused on customer experience transformation, is seeking a
Voice/Contact Center AI (CCAI) Architect to design and deliver enterprise-grade conversational voice solutions.
This role is responsible for architecting and implementing intelligent voice platforms using Google Contact Center AI (CCAI) and Dialogflow. The architect will lead the design of conversational AI voicebots, smart IVR systems, and virtual agents that improve customer interactions and operational efficiency. The position requires close collaboration with engineering, infrastructure, operations, and customer experience teams to deliver scalable and secure voice solutions aligned with business objectives.
Key Responsibilities
Conversational AI & CCAI Architecture
- Lead the architecture and implementation of solutions powered by Google Contact Center AI, including Dialogflow ES/CX, voicebots, smart IVR systems, and virtual agents.
- Design conversational flows, intent models, and dialogue logic to enable natural and effective customer interactions.
- Develop scalable architectures capable of supporting high-volume enterprise environments.
- Ensure solutions deliver reliability, accuracy, and strong customer experience outcomes.
Voice & Telephony Architecture
- Design voice workflows integrating conversational AI platforms with telephony infrastructure such as PBX systems, SIP trunks, CTI platforms, and queue management solutions.
- Collaborate with telecom, network, and infrastructure teams to ensure stable and resilient voice channel operations.
- Optimize call routing strategies, IVR flows, and voice infrastructure performance in line with operational requirements.
Integration & Enterprise Systems
- Architect integrations between voice platforms and enterprise applications such as CRM systems, order management platforms, and data services.
- Enable seamless handoff between automated voice agents and live agents through contact center platforms (e.g., CCaaS environments).
- Work with engineering teams to implement secure APIs, event-driven services, and real-time data integrations.
Project Delivery & Technical Governance
- Lead technical discovery sessions and solution design discussions with business stakeholders and technical teams.
- Produce architectural documentation, solution diagrams, and implementation standards.
- Provide expert guidance throughout development, testing, deployment, and optimization phases.
- Support Agile delivery teams by providing technical clarification, identifying risks, and ensuring architectural alignment.
Optimization & Continuous Improvement
- Analyze conversational AI performance metrics, including intent recognition accuracy and call flow efficiency.
- Identify opportunities to improve automation, reduce call volumes, shorten handling time, and enhance overall customer satisfaction.
- Stay informed about advancements in cloud-based voice technologies and conversational AI capabilities to drive continuous innovation.
