Solution Architect – IVR & Google CX Agent Studio

Job Title: Solution Architect – IVR & Google CX Agent Studio

Location: Charlotte, NC

Work Model: Onsite – 4 Days/Week

Duration: long term

Type: Contract

Experience: 12 Years

Job Summary

We are seeking an experienced Solution Architect with 10 years of experience in designing and delivering IVR, Conversational AI, and Contact Center solutions.

The ideal candidate will have strong expertise in Google CX Agent Studio (Google CX AS), including designing scalable Agentic AI workflows, solution architecture, and enterprise integrations.

The candidate should have strong experience with:

• Python-based backend services
• API integrations
• Cloud platforms
• AI-driven customer experience solutions

Telecom, customer service, and contact center automation experience is highly preferred.

Key Responsibilities

• Define end-to-end solution architecture for IVR and Conversational AI platforms using Google CX Agent Studio (CX AS).
• Design scalable and secure Agentic AI workflows leveraging Generative AI and conversational automation capabilities.
• Architect integrations with enterprise systems including CRM, BSS, OSS, Order Management, and Contact Center platforms.
• Provide technical leadership across solution design, development, testing, deployment, and production support.
• Define architecture standards, best practices, and technical frameworks for AI-powered customer experience solutions.
• Collaborate with business stakeholders, product teams, engineering teams, and cloud architects to translate requirements into scalable solutions.
• Design backend services, orchestration layers, and API integrations using Python and modern architecture patterns.
• Support troubleshooting and optimization of solutions in production environments.

Required Skills

• 10 years of experience in Solution Architecture, IVR, and Conversational AI implementations.
• Strong hands-on experience with Google CX Agent Studio (Google CX AS).
• Experience designing and implementing Agentic AI workflows and Generative AI solutions.
• Strong Python programming experience for backend services and integrations.
• Strong understanding of REST APIs, microservices, and enterprise integration patterns.
• Experience architecting solutions integrating with CRM, Billing (BSS), OSS, Order Management, and Contact Center platforms.
• Strong knowledge of cloud-based architectures and scalable application design.
• Excellent communication, stakeholder management, and technical leadership skills.

Preferred Qualifications

• Telecom domain experience, especially in customer service and contact center transformation.
• Experience with Google Cloud Platform (GCP) and cloud-native architecture.
• Exposure to Large Language Models (LLMs), Generative AI, and Contact Center AI solutions.
• Experience with AI orchestration frameworks and conversational automation platforms.
• Experience working in Agile/Scrum delivery environments.
• Ability to create architecture documentation, solution diagrams, and technical roadmaps.

About Next Gen Software Solutions:

Next Gen Software Solutions is a trusted provider of IT Staffing and consulting services dedicated to empowering businesses with cutting-edge technology solutions and exceptional talent. We specialize in delivering tailored IT consulting services, innovative software solutions, and connecting businesses with highly skilled IT professionals. Founded and led by a dedicated U.S. Army solider, Next Gen Software Solutions is deeply rooted in the core values of integrity, discipline, commitment, and experience-principles that guide every aspect of our operations.

Equal Employment Opportunity Statement:

Next Gen Software Solutions is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all employees and applicants are treated respect and dignity. We do not discriminate based on race, colour, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, genetic information, veteran status, or any other legally protected characteristic under applicable federal, state, or local laws.