Principal Architect, Conversational AI & CX Solutions
New
C
ConcentrixContact center technology
Remote in USAFull-TimePrincipal
SalaryThe base salary for this position is $155,000 - $220,000, plus incentives that align with individual and company performance.
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Job Details
- Experience
- 12+ years in CX or CCaaS architecture and consultative technical leadership.
- Required Skills
- WebRTCPrompt Engineering
Requirements
- Bring 12+ years of experience in CX or CCaaS architecture and consultative technical leadership.
- Have expert-level knowledge of Conversational AI, Google Dialogflow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini.
- Have customer-facing experience leading technical workshops and influencing stakeholders during complex sales cycles.
- Know telephony protocols including SIP, RTP, and WebRTC.
- Have hands-on experience with Conversational AI, Generative Playbooks, and Generative Fallback features using Dialogflow CX.
- Be proficient in prompt engineering for conversational agents, including tone, safety, and behavioral tuning.
- Have experience with Vertex AI Search and Conversation for RAG-based fulfillment.
- Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification is desired.
- Understand Google Cloud Media CDN and low-latency audio processing for voice-driven AI systems.
- Be proficient in JavaScript or Python for custom webhook development and complex API orchestration.
Responsibilities
- Lead technical discovery and architecture for major CX projects, translating client goals into Gemini-powered contact center designs.
- Serve as a strategic technical contact for clients and Google’s CX field teams, advising on conversational AI and supporting market pursuits.
- Design conversational flows using Google Agent Studio platforms, Dialogflow CX, Gemini, and Playbook patterns.
- Develop Gemini-powered Agent Assist guidance systems for training and coaching, and implement Conversational Insights.
- Lead Google CCaaS Platform implementation architecture, ensuring scalability, security, and alignment with Google best practices.
- Design integrations between Gemini-enabled CX components and CRM and CCaaS platforms including Salesforce, Zendesk, Genesys, NICE, and Avaya.
- Manage Google CCaaS/CCAI telephony and network configurations for real-time Gemini processing.
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