CX Solution Architect (Gemini)

As a Gemini Enterprise Customer Experience (CX) Solution Lead, you will lead the technical strategy, solution architecture, and execution alignment for AI-powered CX transformations. You will be responsible for designing scalable architectures, securing technical wins, and ensuring successful delivery outcomes across complex enterprise environments. This role is the technical counterpart to the Practice Lead, focused on translating strategy into robust, production-ready solutions. Your role

• Solution Architecture & Technical Leadership: Design and lead end-to-end AI-powered CX architectures on Google Cloud, defining scalable, secure, and production-ready solution patterns.
• Technical Sales & Solutioning: Lead technical discovery and solution design during sales cycles, developing compelling proposals and securing technical wins.
• CX Platform Expertise: Architect and integrate CCaaS and AI-driven CX solutions across platforms (e.g., Google CCAI, Amazon Connect, Genesys, Twilio) with CRM, analytics, and automation systems.
• Delivery Alignment & Execution Support: Guide delivery teams from POC to production, ensuring architectural consistency, delivery readiness, and high-quality outcomes.
• Cross-Functional Leadership: Align Capgemini, Google, and partner teams on architecture and execution, acting as the technical bridge across business, sales, and delivery.
• Innovation & Optimization: Drive continuous improvement by identifying opportunities to enhance performance, scalability, and CX outcomes through emerging AI capabilities.

• 10+ years of experience in contact center technical presales, consultative solution architecture, or a related collaborative role.
• Proven experience in designing and architecting CCaaS and AI-driven CX solutions (e.g., Google GECX, Amazon Connect, Twilio Flex, Genesys Cloud, or Khoros).
• Strong, holistic knowledge of Contact Center technologies, including IVR, ACD, WFM, CRM integration, chatbots, natural language processing, RPA, and reporting/analytics.
• Deep expertise in Google Cloud Platform, Customer Experience, and Generative AI technology stack
• Strong communication and relationship-building skills with executive and technical audiences.
• Google Cloud certifications (e.g., Professional Cloud Architect, Network Engineer, ML Engineer) are a plus.
• Ability to travel up to 50% of the time.

• Preferred Qualifications:

• Hands-on experience with Google GECX and Vertex AI
• Experience leading large-scale CX transformation programs
• Experience working with and managing partners in complex implementation projects, including hyperscalers.