Google CX / CCaaS Solution Architect

We are seeking an experienced Google CX / CCaaS Solution Architect with deep expertise in Google Cloud Contact Center AI (CCAI), Dialogflow CX, and Five9 platform implementations. The ideal candidate will lead the design, architecture, integration, and optimization of scalable customer experience and intelligent virtual assistant (IVA) solutions for enterprise environments., * Design and implement scalable CCaaS and conversational AI solutions using Google Dialogflow CX and Google Cloud technologies.

• Develop conversational IVR flows, NLU/NLP models, intent orchestration, webhook integrations, speech-to-text, and text-to-speech capabilities.
• Architect secure and resilient cloud infrastructure on GCP using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery, and Terraform.
• Implement and optimize Five9 contact center solutions including ACD, omnichannel routing, dialers, campaign management, and skills-based routing.
• Lead migration and integration efforts involving Five9 APIs, CRM/CTI integrations, SIP/WebRTC, telephony systems, and enterprise applications.
• Define cloud security architecture including IAM, VPC, RBAC, OAuth, encryption, PCI/HIPAA compliance, and multi-region high availability strategies.
• Collaborate with cross-functional teams including developers, QA, business analysts, DevOps, and stakeholders to drive successful project delivery.
• Support CI/CD automation, DevOps practices, observability, monitoring, and release management using tools such as GitHub Actions.
• Produce architecture documentation, technical design artifacts, and implementation standards.

• Strong expertise in Google CCAI, Dialogflow CX, and conversational AI architectures.
• Hands-on experience with Five9 CCaaS platform and contact center technologies.
• Deep understanding of IVR, NLP/NLU, chatbot/voicebot design, and workflow orchestration.
• Strong experience with GCP services including GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery.
• Expertise in REST APIs, webhook integrations, SIP/WebRTC, CRM/CTI integrations, and enterprise system connectivity.
• Strong knowledge of cloud security, OAuth, encryption, IAM, RBAC, PCI/HIPAA compliance, and high-availability architecture.
• Experience with Agile methodologies, CI/CD pipelines, DevOps automation, and observability tools.
• Excellent communication, stakeholder management, leadership, and documentation skills.
• Strong understanding of distributed systems, data structures, algorithms, and design patterns., * Experience leading enterprise-scale CCaaS modernization and migration initiatives.
• Exposure to Terraform and Infrastructure as Code practices.
• Experience with GitHub Actions and automated deployment pipelines.
• Strong troubleshooting and performance optimization capabilities.

Experience Required

• 8+ years of experience in cloud architecture, contact center solutions, conversational AI, or enterprise integration environments.