[Remote] Principal Architect: Google Cloud CX Solutions

Note: The job is a remote job and is open to candidates in USA. Concentrix is a global technology and services leader that powers the world’s best brands. They are seeking a dynamic and experienced Principal Architect for the Google Cloud CX stack, focusing on innovative customer engagement solutions and bridging AI strategy with traditional contact center infrastructure.

Responsibilities

• Consultative Solutioning & Sales Support: Lead technical discovery and architecture for major CX projects, transforming client goals into Gemini-powered contact center designs that deliver measurable ROI
• Customer & Channel Technical Liaison: Act as the strategic technical contact for clients and Google’s CX field teams, collaborating on market pursuits and providing expert advice on conversational AI advancements
• Conversational AI Agent Architecture: Design complex conversational flows using Google Agent Studio platforms and Dialog flow CX, employing Gemini and advanced "Playbook" patterns to create adaptive, natural-language agents
• Gemini-Enhanced Agent Assist & Insights: Develop real-time guidance systems using Gemini-powered Agent Assist for training and coaching and implement Conversational Insights for sentiment analysis and business intelligence
• Google CCaaS Platform & Implementation Oversight: Lead the architecture of Google CCaaS Platform implementations, ensuring scalability, security, and alignment with Google’s best practices
• Integration Patterns: Design integration between Gemini-enabled CX components and major CRM and CCaaS platforms like Salesforce, Zendesk, Genesys, Nice, and Avaya
• Telephony & Network Design: Manage the technical setup of Google CCaaS/CCAI, including necessary telephony and network configurations for real-time Gemini processing

Skills

• 12+ years in CX or CCaaS architecture and consultative technical leadership
• Expert-level knowledge of Conversational AI, Google Dialog flow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini
• Experience in customer-facing roles, capable of leading technical workshops and influencing stakeholders during complex sales cycles
• In-depth knowledge of telephony protocols such as SIP, RTP, and WebRTC
• Hands-on experience with Conversational AI, Generative Playbooks, and Generative Fallback features using Dialog flow CX
• Proficiency in Prompt Engineering for conversational agents, focusing on tone, safety, and behavioral tuning
• Experience with Vertex AI Search and Conversation for RAG-based fulfillment
• Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification
• Understanding of Google Cloud's Media CDN and low-latency audio processing for voice-driven AI systems
• Proficiency in JavaScript/Python for custom webhook development and complex API orchestration

Benefits

• Medical, dental, and vision insurance
• Comprehensive employee assistance program
• 401(k) retirement plan
• Paid time off and holidays
• Paid learning days

Company Overview

• Concentrix is an IT firm that engages in software services, data analytics, enterprise technology, and digital operations. It was founded in 1983, and is headquartered in Newark, California, USA, with a workforce of 10001+ employees. Its website is https://www.concentrix.com.

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