Technical Architect - Google AI & Contact Center Solutions

Job Summary

We are seeking an experienced Technical Architect with a strong background in designing and implementing solutions using the Google Customer Engagement Suite including integration and optimization with Google AI technologies. The ideal candidate will be responsible for architecting scalable, secure, and high‑performance customer engagement platforms that leverage Google’s latest AI‑driven features to enhance customer experience and business outcomes.

Responsibilities

• Lead the architecture design and implementation of solutions utilizing the Google Customer Engagement Suite, including tools such as Google Contact Center AI, Dialogflow, and related APIs.
• Integrate Google AI solutions to automate, personalize, and optimize customer engagement workflows across multiple channels (voice, chat, email, etc.).
• Collaborate with stakeholders to gather requirements, define technical specifications, and ensure alignment with business goals.
• Develop architectural blueprints, technical documentation, and best practices for solution deployment and maintenance.
• Oversee migration of legacy systems to Google‑based platforms, ensuring minimal disruption and maximum value.
• Provide technical leadership and guidance to development teams, ensuring adherence to architectural standards and best practices.
• Stay updated on emerging Google AI capabilities and customer engagement trends, proactively recommending innovative solutions.
• Ensure the security, scalability, and reliability of customer engagement systems.
• Conduct technical reviews, performance assessments, and optimization initiatives for deployed solutions.

Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 5 years of experience in technical architecture with a focus on customer engagement platforms.
• Hands‑on experience with the Google Customer Engagement Suite, Google Cloud Platform, and Google AI tools such as Contact Center AI, Dialogflow, Vertex AI.
• Proven track record in designing and deploying scalable, cloud‑native solutions.
• Strong knowledge of APIs, microservices, and integration patterns.
• Experience with data privacy, security, and compliance best practices in customer engagement solutions.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work in cross‑functional teams and mentor junior architects and engineers.

Preferred Skills

• Google Cloud Professional Architect certification.
• Experience in AI‑powered conversational platforms, omnichannel contact centers, and automation technologies.
• Knowledge of machine learning, natural language processing, and analytics as applied to customer engagement.
• Familiarity with agile methodologies and DevOps practices.

Certifications Required

• Google Cloud Professional Architect certification.