CCAI Enterprise Solutions Architect - REMOTE

Sensiple Inc is a New Jersey corporation with over two decades of expertise in technology-driven solutions specialising in Customer Experience, Contact Center Solutions, Digital Transformation, Cloud Computing & Independent Testing.

With an expert team that has enriched experience in executing & developing sustainable IT strategies in Healthcare, Technology, Retail, Logistics, Education, Telecommunications, Government and Media, we help our diverse customers to envision the future.

By developing highly scalable and consistent solutions, our primary goal is to deliver excellence at all levels and delight our customers and drive them to a better future.

Hi,

This is Vinod from Sensiple, Inc. I have the below job opportunity available with my client. Appreciate, if you could kindly go through the job description. If you re interested, kindly respond me back with your recent updated resume.

Position: CCAI Enterprise Solutions Architect

Work Location: 100% Remote

Duration: Long Term Contract

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.

If you find yourself suitable for this position, kindly send your updated resume and expected hourly rate to vinod dot pv at sensiple dot com

Regards,

Vinod P V | Sensiple Inc.,

vinod dot pv at sensiple dot com

7 3 2 - 2 8 3 - 0 4 9 9, Ext: 3 7 5

555 US Highway 1 S, Ste 330 Iselin, NJ 08830

Sensiple, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to gender, race, colour, religion, sex, national origin, veteran or disability status.