Google CCAI Architect

Job Description We are seeking a Contact Center Solution Enterprise Architect to lead the strategic design, end-to-end integration, and evolution of our modern contact center ecosystem. In this high-impact role, you will define the enterprise-wide architecture for real-time contact center platforms, combining core telephony omni-channel routing, and advanced AI specifically Google Contact Center AI and Real-Time Agent Assist

You will bridge the gap between business operations, telephony platforms, and cloud/Generative AI infrastructure. This includes establishing reference architectures, governance, and technical roadmaps for event-driven cloud-native services that leverage enterprise approved Large Language Models to deliver real-time agent guidance, automated insights and seamless customer experiences across all contact channels

Responsibilities Enterprise Contact Center & AI Architecture Define the end-to-end target architecture and multi-year technology roadmap for enterprise contact center solutions, integrating legacy telephony modern CCaaS platforms and AI engines Architect and scale event-driven streaming solutions built on Google Cloud Platform and CCAI to process live Design robust integration patterns linking telephony protocols with cloud-native media streams, microservices, and agent desktops. Partner with InfoSec Risk and Compliance teams to define security baselines data privacy standards and Responsible AI frameworks for real time voice and text processing Leadership Cross-Functional Collaboration

Contact Center AI GCP Extensive architectural experience with Google Cloud Platform, specifically CCAI, Dialogflow CX and Agent Assist, as well as cloud-native event architecture (Pub/Sub, Cloud Run, IAM).Real Time Streaming Architecture Proven track record designing high-availability, low-latency, real-time media and data processing systemsGenerative AI Advanced Analytics ArchitectureExpertise in establishing guardrails for prompt engineering model evaluation data security PII redacting and Responsible AI in live agent-facing systemsPreferred Qualifications Multi Cloud Hybrid Architectures Experience designing hybrid setups across GCP and Azure or AWSTOGAF GCP Professional Cloud Architect or equivalent enterprise architecture certifications