[Hiring] Principal Architect, Conversational AI & CX Solutions @CNX

Role Description

We are seeking a dynamic and experienced Principal Architect for the Google Cloud CX stack, focusing on Gemini Enterprise for CX and CES. This role involves spearheading the technical design and oversight of innovative customer engagement solutions. You will bridge AI strategy with traditional contact center infrastructure, collaborating closely with customers and Google channel partners to develop integrated, real-time engagement platforms. Your mission is to unify technologies like Dialog flow CX, Agent Assist, and CCaaS into a seamless ecosystem that enhances customer experience and aligns with enterprise CRM and telephony systems. Your expertise will drive impactful, scalable solutions that redefine customer interactions.

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.

Qualifications

• 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.

Desired Qualifications

• 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

• Base salary: $155,000 - $220,000, plus incentives that align with individual and company performance.
• Medical, dental, and vision insurance.
• Comprehensive employee assistance program.
• 401(k) retirement plan.
• Paid time off and holidays.
• Paid learning days.

Company Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with.