| Location | Charlotte, NC |
"Project Niche Skills"
"VD Allowed"
Do you have a pre-identified candidate? New sourcing? Existing Subcon? New sourcing
Max Hourly #### to the candidate?: Flexible for the best fit candidate. For system purpose you can go with ####/hr
Do you have a preferred interview schedule?: No
Would you require the candidates to meet you for an in-person interview?: For client round, it might be required if they request it.
Is Skype/WebEx interview OK?: yes
Work Location with ZIP: Charlotte, NC 28273
Is remote work an option?: No
If remote work, please indicate how many days are required to be in the office and remote: NA
Chance to be perm?: Yes
Performance Expectations:
Technical Hiring Criteria (Must Haves)
Key Responsibilities
Architect end-to-end GECX solutions across voice, chat, web, mobile, and assisted-service journeys.
Translate contact center needs into architecture, technical designs, integration patterns, and delivery plans.
Compare Google-native, CCaaS, open-source, and third-party tools; recommend options based on fit, security, scalability, cost, and risk.
Build and deploy Agentic Voice and Chat solutions using CX Agent Studio, Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and GCP.
Design and implement multi-turn conversations, prompts, orchestration, tool calls, fulfillment, context handling, grounding, and human-agent handoff.
Design integrations with IVR, telephony, CCaaS, CRM, APIs, databases, and enterprise systems, including SIP/SIPREC, gRPC, and WebRTC where required.
Implement GCP components such as Cloud Run, Cloud Functions, BigQuery, Cloud Storage, IAM, logging, monitoring, and data protection services.
Working knowledge implementing Services, Components through GCP Stack like GCS, DLP Templates, Cloud Functions, Big Query etc.
Working experience with collecting and reviewing reporting data/logs from Google Logs Explorer (Stack Driver), Google Big Query, Avaya, GTP, MS SQL.
Lead hands-on coding, configuration, PoCs, troubleshooting, CI/CD, deployment, and production stabilization.
Define AI evaluation for task success, response quality, grounding, hallucinations, guardrails, tool use, and agent trajectory.
Guide teams, review designs and code, remove technical blockers, and ensure solutions reach production.
Required Skills & Technology
12+ years in solution architecture and engineering, including enterprise contact center, conversational AI, or AI/ML delivery.
Hands-on expertise in GECX / Customer Engagement Suite, Google CCAI, CX Agent Studio / Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and GCP.
Experience building Agentic Voice or Agentic Chat solutions using LLMs, orchestration, tool/function calling, grounding, guardrails, and enterprise integrations.
Strong contact center knowledge: IVR, CTI, routing, queues, transfers, SIP, ANI/DNIS, DTMF, STT/TTS, and CRM/backend integration.
Strong Python and/or Java skills, REST/JSON APIs, SQL, Git, CI/CD, cloud troubleshooting, IAM, and secure delivery.
Ability to conduct structured tool assessments, make architecture decisions, lead cross-functional teams, and communicate with client stakeholders. Strong verbal and written communication skills.
Ability to collaborate with onshore/offshore resources on functional/technical /process aspects.
This is not a governance-only role. The architect must remain hands-on and own critical solutions through production.
Preferred Qualifications
Google Cloud certification, preferably Professional Cloud Architect or a role-relevant equivalent.
Experience delivering large-scale CCaaS, contact center transformation, or production agentic AI programs.
Bachelor s degree in Computer Science, Engineering, or a related field, or equivalent practical experience
Project Code: SDIT Customer Experience Tech Offshoring