Principal Architect: Google Cloud CX Solutions
Core
Design and oversee technical architecture for Google Cloud CX solutions, unifying conversational AI, CCaaS, and telephony to enhance customer experiences.
Role type
Principal Architect (Google Cloud CX Solutions)
Builds
Integrated, real-time engagement platforms using Gemini Enterprise, Dialogflow CX, and CCaaS
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS) / Generative AI
Deliverable
production ML models | product features
Required skills
Conversational AI architecture, Google Dialogflow CX, Agent Assist, CCaaS/CCAI, Gemini, telephony protocols (SIP, RTP, WebRTC), stakeholder influence, technical discovery
Preferred skills
Prompt Engineering, Vertex AI Search/Conversation, JavaScript/Python, Google Professional Cloud Architect certification
Technologies
Google Cloud, Gemini, Dialogflow CX, Agent Studio, Salesforce, Zendesk, Genesys, Nice, Avaya, Vertex AI
Responsibilities
Lead technical discovery and architecture for major CX projects; Act as strategic technical contact for clients and Google field teams; Design complex conversational flows using Gemini and Playbook patterns; Develop real-time guidance systems using Agent Assist; Lead architecture of Google CCaaS Platform implementations; Design integration between CX components and major CRM/CCaaS platforms; Manage technical setup of Google CCaaS/CCAI including telephony and network configurations
Seniority
Principal, hands-on IC
