Own the end-to-end architecture and solution design for large-scale CCAI implementations across industries.
Define best practices, reusable frameworks, and architectural patterns using Google Dialogflow CX, Agent Assist, Knowledge Bases, and Gen AI capabilities.
Act as a strategic advisor to stakeholders on how to modernize and transform customer experience through Conversational AI.
Lead technical teams and partner with product, operations, and engineering leaders to deliver high-impact AI-first customer service platforms.
Oversee delivery governance, performance optimization, and scalability of deployed CCAI solutions.
We are looking for a seasoned Manager – CCAI Architect with deep expertise in designing and delivering enterprise-grade Conversational AI solutions using Google Cloud's Contact Center AI (CCAI) suite or Google Customer Experience.
Responsibilities
Own the end-to-end architecture and solution design for large-scale CCAI implementations across industries.
Define best practices, reusable frameworks, and architectural patterns using Google Dialogflow CX, Agent Assist, Knowledge Bases, and Gen AI capabilities.
Act as a strategic advisor to stakeholders on how to modernize and transform customer experience through Conversational AI.
Lead technical teams and partner with product, operations, and engineering leaders to deliver high-impact AI-first customer service platforms.
Oversee delivery governance, performance optimization, and scalability of deployed CCAI solutions.
Requirements
15 years full time education
degree in computer science, mathematics, or a related field
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Requirements
Nice to have: telephony protocols and technologies such as SIP, SIPREC, call recording, or quality management integrations
Nice to have: additional CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9
Nice to have: contact center solutions in regulated environments with strict audit and change management requirements
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Requirements
Nice to have: telephony protocols and technologies such as SIP, SIPREC, call recording, or quality management integrations
Nice to have: additional CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9
Nice to have: contact center solutions in regulated environments with strict audit and change management requirements
Build, configure, and test customer contact center solutions on Google's Contact Center AI Platform.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
The role focuses on building, configuring, and testing customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
The role focuses on building, configuring, and testing customer contact center solutions on Google's Contact Center AI (CCAI) Platform, implementing business and technical specifications such as DTMF IVR menus, call flows, and de routing logic.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Requirements
Nice to have: telephony protocols and technologies
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Requirements
Nice to have: telephony protocols and technologies such as SIP, SIPREC, call recording, or quality management integrations
Nice to have: additional CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9
Nice to have: contact center solutions in regulated environments with strict audit and change management requirements
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform.
Compensation
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Responsibilities
Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.
Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid-input handling, recording consent, after-hours messages, and overcapacity notifications.
Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.
Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.
Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.
Requirements
Nice to have: telephony protocols and technologies such as SIP, SIPREC, call recording, or quality management integrations
Nice to have: additional CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9
Nice to have: contact center solutions in regulated environments with strict audit and change management requirements