Role: Enterprise Contact Center Architect (CCAI / CES – Google Cloud Platform)

Location: Nashville, TN / Atlanta, GA / Chicago, IL (Onsite)
Employment Type: Full-Time (Direct Hire)

Position Overview:

We are seeking an experienced Enterprise Contact Center Architect to lead the design and transformation of next-generation customer experience (CX) platforms powered by Google Cloud technologies. This role will be responsible for architecting enterprise-scale contact center ecosystems, driving Conversational AI and Generative AI initiatives, and delivering innovative omnichannel customer engagement solutions.

The ideal candidate will possess deep expertise in Google Contact Center AI (CCAI), Customer Engagement Suite (CES), Google Cloud Platform (Google Cloud Platform), and leading contact center technologies. This individual will serve as a strategic advisor to clients, helping organizations modernize customer interactions across voice, chat, messaging, and digital channels while ensuring scalable, secure, and business-aligned solutions.

Key Responsibilities:

• Define and drive enterprise-wide customer experience architecture strategies, technology roadmaps, and transformation initiatives.
• Design and implement scalable Contact Center and CX solutions leveraging Google CCAI, CES, Vertex AI, and related Google Cloud Platform services.
• Architect conversational AI solutions including virtual agents, intelligent self-service, agent assist capabilities, and GenAI-powered customer engagement experiences.
• Lead the integration of contact center platforms with CRM systems, enterprise applications, data platforms, and backend business services.
• Develop omnichannel customer engagement architectures supporting voice, chat, email, messaging, and digital interaction channels.
• Provide architectural governance, technical leadership, and best practices throughout the solution lifecycle.
• Partner with business stakeholders, executives, and technology teams to align customer experience initiatives with organizational objectives.
• Serve as a trusted advisor to clients by providing guidance on CX modernization, cloud adoption, AI-driven automation, and digital transformation strategies.
• Support pre-sales activities including solution design, client presentations, technical workshops, proposals, and architecture assessments.
• Mentor architects, engineers, and delivery teams while establishing standards and governance frameworks for enterprise deployments.
• Evaluate emerging technologies and industry trends to continuously enhance customer engagement capabilities and operational efficiency.

Required Qualifications:

• 20 years of overall IT experience with a strong focus on enterprise architecture, customer experience platforms, and large-scale technology transformations.
• Extensive experience designing and implementing Contact Center and CCaaS solutions in complex enterprise environments.
• Deep expertise with Google Contact Center AI (CCAI), Customer Engagement Suite (CES), and Google Cloud Platform (Google Cloud Platform).
• Strong hands-on knowledge of Conversational AI, Natural Language Processing (NLP), and Generative AI technologies.
• Experience designing and deploying AI-powered virtual agents, intelligent routing, agent assist, and automation solutions.
• Proven expertise integrating contact center ecosystems with CRM platforms and enterprise business applications.
• Strong understanding of enterprise integration patterns, APIs, cloud-native architectures, and microservices.
• Experience working with leading contact center platforms such as Genesys, Avaya, Cisco, or similar technologies.
• Demonstrated success leading enterprise customer experience transformation programs and cloud migration initiatives.
• Excellent client-facing, consulting, communication, and stakeholder management skills.
• Strong experience providing architectural leadership across both pre-sales and delivery engagements.

Preferred Qualifications:

• Experience with Vertex AI and advanced AI/ML services within Google Cloud.
• Background in enterprise digital transformation, cloud modernization, and customer engagement strategy.
• Experience leading global or large-scale contact center deployments.
• Relevant Google Cloud and Contact Center certifications are highly preferred.

Key Competencies:

• Enterprise Architecture
• Customer Experience (CX) Strategy
• Contact Center Modernization
• Conversational AI & Generative AI
• Google CCAI & CES
• Google Cloud Platform (Google Cloud Platform)
• Vertex AI
• Omnichannel Customer Engagement
• CRM & Enterprise Integrations
• Client Advisory & Executive Consulting
• Technical Leadership & Governance
• Pre-Sales Solution Architecture
• Stakeholder Management
• Team Mentorship & Leadership