Senior Assistant Vice President

Noida, Uttar Pradesh
Permanent
Full-time

27 days ago

Job Description:Job Title: Contact Centre AI Solution ArchitectðŸ“� Location: Bangalore, Noida, Pune, Chennai , IndiaðŸ�¢ Department: CX Transformation and Google CES PracticeðŸ“… Employment Type: Full-TimeðŸ”� Role OverviewWe are seeking a visionary Contact Centre AI Solution Architect to lead the design and implementation of intelligent customer engagement solutions. This role demands deep expertise in cloud-native contact center platforms and conversational AI technologies, with a focus on Google CES, Vertex AI, AWS Connect, Google CCAI Platform, and Genesys.You will collaborate with cross-functional teams to architect scalable, secure, and high-performing AI-powered contact center solutions that elevate customer experience and operational efficiency.ðŸ› ï¸� Key Responsibilities

Architect and implement end-to-end CCaaS solutions integrating Google CCAI, Dialogflow CX, and Vertex AI.
Design scalable conversational workflows using Google CES and Gemini agents.
Lead integration efforts with AWS Connect and Genesys Cloud CX, including SIP routing, CTI, and API orchestration.
Collaborate with product managers, developers, and data scientists to align AI capabilities with business goals.
Define governance frameworks for intent lifecycle management, compliance, and performance monitoring.
Conduct solution workshops, sprint demos, and technical deep dives with stakeholders.
Ensure security, scalability, and compliance with standards like SOC2, HIPAA, and GDPR.

ðŸŽ¯ Required Skills & Experience

12+ years of experience in contact center architecture and AI solutioning.
Proven expertise in:

Google Cloud Platform (Dialogflow CX, Vertex AI, CCAI Insights, Apigee)
AWS Connect and Lambda integrations
Genesys Cloud CX and PureEngage
Strong understanding of SIP, WebRTC, CTI, and telephony infrastructure.
Experience with agentic workflows, LLM orchestration, and multimodal AI.
Familiarity with Agile delivery, sprint planning, and UAT processes.
Excellent communication and stakeholder management skills.

ðŸŒŸ Preferred Qualifications

Google Cloud Certified – Professional Cloud Architect or CCAI Engineer
AWS Certified Solutions Architect
Experience with LangChain, LangGraph, or similar orchestration frameworks
Exposure to Salesforce Service Cloud or other CRM platforms

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