Senior Assistant Vice President

Job Title: Contact Centre AI Solution Architect📍 Location: Bangalore, Noida, Pune, Chennai , India🏢 Department: CX Transformation and Google CES Practice 📅 Employment Type: Full-Time 🔍 Role Overview

We are seeking a visionary Contact Centre AI Solution Architect to lead the design and implementation of intelligent customer engagement solutions. This role demands deep expertise in cloud-native contact center platforms and conversational AI technologies, with a focus on Google CES, Vertex AI, AWS Connect, Google CCAI Platform, and Genesys.

You will collaborate with cross-functional teams to architect scalable, secure, and high-performing AI-powered contact center solutions that elevate customer experience and operational efficiency.

🛠️ Key Responsibilities

• Architect and implement end-to-end CCaaS solutions integrating Google CCAI, Dialogflow CX, and Vertex AI.
• Design scalable conversational workflows using Google CES and Gemini agents.
• Lead integration efforts with AWS Connect and Genesys Cloud CX, including SIP routing, CTI, and API orchestration.
• Collaborate with product managers, developers, and data scientists to align AI capabilities with business goals.
• Define governance frameworks for intent lifecycle management, compliance, and performance monitoring.
• Conduct solution workshops, sprint demos, and technical deep dives with stakeholders.
• Ensure security, scalability, and compliance with standards like SOC2, HIPAA, and GDPR.
  
  

• 12+ years of experience in contact center architecture and AI solutioning.
• Proven expertise in:
• Google Cloud Platform (Dialogflow CX, Vertex AI, CCAI Insights, Apigee)
• AWS Connect and Lambda integrations
• Genesys Cloud CX and PureEngage
• Strong understanding of SIP, WebRTC, CTI, and telephony infrastructure.
• Experience with agentic workflows, LLM orchestration, and multimodal AI.
• Familiarity with Agile delivery, sprint planning, and UAT processes.
• Excellent communication and stakeholder management skills.

• Google Cloud Certified – Professional Cloud Architect or CCAI Engineer
• AWS Certified Solutions Architect
• Experience with LangChain, LangGraph, or similar orchestration frameworks
• Exposure to Salesforce Service Cloud or other CRM platforms