GCP CCAI Architect

Job Description

We are seeking a CX Solution Architect to design and deliver user-centric Agent Desktop solutions, integrated with Google Customer Engagement Suite (CES), CCaaS platforms (e.g., Genesys), and enterprise backend/SaaS systems.
This role combines solution architecture, UI/UX-driven design thinking, and integration expertise to enable intuitive, efficient, and AI-powered agent experiences.

Key Responsibilities:

• CX Solution & UI/UX Design
• Design end-to-end Agent Desktop experiences focusing on:
  o Agent workflows (call handling, case management, customer context)
  o Unified UI across voice, chat, and digital channels
• Apply UX principles to improve:
  o Agent productivity
  o Usability and navigation simplicity
  o Real-time decision support (Agent Assist)
• Define component-based UI architecture and design patterns for reusable frontend frameworks

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• CES & Platform Integration Design
• Design integration of Google CES (Dialogflow CX, Agent Assist) with Agent Desktop and enterprise systems
• Define how AI insights, recommendations, and conversational flows are surfaced within the UI
• Architect integrations with:
  o CCaaS platforms (Genesys, Amazon Connect)
  o CRM / SaaS applications (Salesforce, Service Now)
  o Backend systems and data platforms
• Ensure seamless real-time data flow across UI, CES, and backend systems

Job Description

• Grade Specific

• Integration & Technical Architecture

• Define API-led integration patterns (REST, event-driven, webhooks)

• Collaborate with integration teams to design middleware and service orchestration layers

• Ensure consistency in:
  o Data models
  o API contracts
  o Error handling and performance

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• Solution Leadership & Delivery
• Translate business requirements into solution designs, UI flows, and architecture diagrams
• Work closely with:
  o UI engineering teams
  o Integration/backend teams
  o CX operations and product teams
• Participate in design reviews, sprint planning, and backlog prioritization
• Support multi-workstream coordination across UI, CES, and integrations

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• Performance & Experience Optimization

Ensure Agent Desktop solutions are:

o Responsive and low latency (real-time agent interactions)
o Scalable for high-volume operations

• Optimize UI for agent efficiency and reduced handling time
• Support monitoring and continuous improvements across CX journeys

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• Required Skills & Experience
• 7–10 years of experience in solution architecture / UI or integration-led roles
• Strong understanding of:
  o UI/UX design for enterprise applications
  o Agent Desktop / contact center workflows
• Experience with:
  o Google CES / CCAI / Dialogflow
  o CCaaS platforms (Genesys preferred)
• Solid expertise in:
  o API integration and microservices
  o Cloud platforms (GCP preferred)
• Ability to work across UI, backend, and integration layers