GCP CCAI Architect

Job Description We are seeking a CX Solution Architect to design and deliver user-centric Agent Desktop solutions, integrated with Google Customer Engagement Suite (CES), CCaaS platforms (e.g., Genesys), and enterprise backend/SaaS systems. This role combines solution architecture, UI/UX-driven design thinking, and integration expertise to enable intuitive, efficient, and AI-powered agent experiences. Key Responsibilities CX Solution & UI/UX Design • Design end-to-end Agent Desktop experiences focusing on: o Agent workflows (call handling, case management, customer context) o Unified UI across voice, chat, and digital channels • Apply UX principles to improve: o Agent productivity o Usability and navigation simplicity o Real-time decision support (Agent Assist) • Define component-based UI architecture and design patterns for reusable frontend frameworks ________________________________________ CES & Platform Integration Design • Design integration of Google CES (Dialogflow CX, Agent Assist) with Agent Desktop and enterprise systems • Define how AI insights, recommendations, and conversational flows are surfaced within the UI • Architect integrations with: o CCaaS platforms (Genesys, Amazon Connect) o CRM / SaaS applications (Salesforce, ServiceNow) o Backend systems and data platforms • Ensure seamless real-time data flow across UI, CES, and backend systems Job Description

• Grade Specific Integration & Technical Architecture • Define API-led integration patterns (REST, event-driven, webhooks) • Collaborate with integration teams to design middleware and service orchestration layers • Ensure consistency in: o Data models o API contracts o Error handling and performance ________________________________________ Solution Leadership & Delivery • Translate business requirements into solution designs, UI flows, and architecture diagrams • Work closely with: o UI engineering teams o Integration/backend teams o CX operations and product teams • Participate in design reviews, sprint planning, and backlog prioritization • Support multi-workstream coordination across UI, CES, and integrations ________________________________________ Performance & Experience Optimization • Ensure Agent Desktop solutions are: o Responsive and low latency (real-time agent interactions) o Scalable for high-volume operations • Optimize UI for agent efficiency and reduced handling time • Support monitoring and continuous improvements across CX journeys ________________________________________ Required Skills & Experience • 7–10 years of experience in solution architecture / UI or integration-led roles • Strong understanding of: o UI/UX design for enterprise applications o Agent Desktop / contact center workflows • Experience with: o Google CES / CCAI / Dialogflow o CCaaS platforms (Genesys preferred) • Solid expertise in: o API integration and microservices o Cloud platforms (GCP preferred) • Ability to work across UI, backend, and integration layers