Principal Customer Experience AI Architect

• Define enterprise customer experience architecture and modernization roadmaps
• Design Conversational AI, virtual agent, and agent-assist solutions
• Lead AI-driven customer engagement initiatives across voice, chat, and digital channels
• Architect scalable cloud-based CX platforms and integrations
• Partner with business and technology leaders to align customer experience strategy with business objectives
• Lead architecture reviews, governance, and technology standards
• Support strategic initiatives, solution design, and executive stakeholder engagement
• Mentor architects and technical leaders across multiple programs

• Strong experience with enterprise contact center and customer experience platforms
• Expertise in Conversational AI, Generative AI, and intelligent automation solutions
• Experience architecting solutions on Google Cloud Platform (GCP)
• Knowledge of customer engagement ecosystems and omnichannel platforms
• Experience integrating CX platforms with CRM and enterprise applications
• Strong understanding of cloud-native architectures, APIs, and modern application design
• Proven ability to lead enterprise transformation initiatives and advise senior stakeholders
• Excellent communication, leadership, and consulting skills

Preferred

• Experience with Google CCAI, CES, Vertex AI, or similar AI platforms
• Experience with Genesys, Cisco, Avaya, or other enterprise contact center technologies
• Background in enterprise consulting, digital transformation, or customer experience strategy
• Experience leading AI-enabled customer service modernization programs

Excellent compensation, bonus potential, comprehensive benefits, and the opportunity to shape large-scale AI and customer experience transformation initiatives.