Role Summary
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 (CCAI) 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 (LLMs) to deliver real-time agent guidance, automated insights, and seamless customer experiences across all contact channels.
Key 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 (Google Cloud Platform) and CCAI to process live customer interactions, driving real-time agent assistance, automated summarization, and next-best-action guidance.
Establish enterprise reference architectures, design standards, and integration patterns for Generative AI components (LLMs, vector databases, orchestration engines, and retrieval-augmented generation [RAG] pipelines) within contact center workflows.
Ecosystem Integration & Governance
Design robust integration patterns linking telephony protocols (SIP/SIPREC, VoIP) 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.
Lead Architecture Review Boards (ARB) to evaluate emerging CCaaS, GenAI, and omni-channel technologies, ensuring alignment with enterprise IT strategy and ROI goals.
Leadership & Cross-Functional Collaboration
Provide technical leadership and architectural governance to engineering teams, cloud developers, and third-party vendors.
Collaborate closely with Contact Center Business Operations, Product Managers, and CX leaders to translate business objectives into scalable, high-availability technical designs.
Required Skills & Experience
Enterprise Architecture & Contact Center Core (Must-Have)
Contact Center AI & Google Cloud Platform: 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).
Telephony & CCaaS Infrastructure: Deep understanding of enterprise contact center architecture, including telephony integration (SIP, SIPREC, VoIP, CTI), omni-channel routing, and CCaaS/Premise platforms (e.g., Genesys, Cisco, Avaya).
Real-Time Streaming Architecture: Proven track record designing high-availability, low-latency, real-time media and data processing systems.
Development & Microservices: Strong background in enterprise integration patterns, API management, microservices architectures (Docker, Kubernetes), and backend development standards (Python preferred).
Generative AI & Advanced Analytics Architecture
Production-level experience architecting LLM-driven enterprise solutions, RAG frameworks, vector search, and orchestration layers.
Expertise in establishing guardrails for prompt engineering, model evaluation, data security, PII redacting, and Responsible AI in live agent-facing systems.
Preferred Qualifications (Nice-to-Have)
Multi-Cloud & Hybrid Architectures: Experience designing hybrid setups across Google Cloud Platform and Azure (e.g., AKS, Azure OpenAI) or AWS.
Low-Latency Data Stores: Architecture experience with caching and real-time stores like Redis.
Observability & Resilience: Expertise in enterprise-grade monitoring, logging, tracing, and high-availability/disaster-recovery (HA/DR) design for mission-critical contact center environments.
TOGAF, Google Cloud Platform Professional Cloud Architect, or equivalent enterprise architecture certifications.
