Architect

Role & responsibilities

An Lead (overall 12+, Contact Center 5+ years, CCAI/CES 4+)
• 4+ years of experience in cloud architecture & CES
• Provide direction on overall environment stability from an architectural perspective
• Experience with CCaas platform/CCAI technologies- Dialogflow, Insights, and Agent Desktop and Agent Assist, would be beneficial.
• Must have good working experience CCaas platform integration with Virtual agent, CCAI technologies, Dialog flow CX function within Contact Centers
• Experience in CCAI Transformation projects
• Strong Experience in of Google Vertex AI - Gen AI features. (3 + years)
• Experience in laying out architecture plan and roadmap
• Estimation, Creating Technical design & solutions
• Experience and working knowledge of Integration with downstream and connected systems
• Cross-functional abilities required, as is the capacity to work across diverse teams and projects.
• Comfortable communicating directly with customers to understand their needs.
• Some experience in project management is helpful.
• Clear verbal and written communication skills are important, including the ability to write documentation

Preferred candidate profile

JD:

Job description:
• Conversational Architect with GCP experience specific experience in CCAI/CES/GenAI, Playbooks, Agent assist
• Experience with CES/ CCAI technologies- DialogFlow, Insights, GenAI (Vertex-Playbooks) and Agent Assist, would be beneficial.
• Intent Architecture: Build and tune high-accuracy Intents in Dialogflow CX. This includes crafting diverse Training Phrases, managing Entity Extraction, and resolving Intent Overlap to ensure the bot understands the user 99% of the time
• Advanced Dialogflow CX Logic: Strong exp in state-based design, including managing session parameters, transition routes, and complex "Conditional Actions" for hybrid bots that mix traditional flows with Generative Playbooks
• Must have good working experience CCaas platforms (Genesys/Avaya/Google integration with Virtual agent, CCAI technologies, Dialog flow CX function within Contact Centers
• Experience and working knowledge of Integration with downstream and connected systems
• Cross-functional abilities required, as is the capacity to work across diverse teams and projects.
• Comfortable communicating directly with customers to understand their needs.
• Some experience in project management is helpful.
• Clear verbal and written communication skills are important, including the ability to write documentation
• Experience in laying out architecture plan and roadmap
• Estimation, Creating Technical design & solutions
Preferred Qualifications:
• Google Cloud certifications:
o Professional Cloud Architect
o CES Specialization
• Experience with multi-channel bot architecture and contact center platforms.
• Background in enterprise solution architecture, AI/ML systems, or cloud-native design.

Interested candidates can share their resume on deepika.ashodiya@capgemini.com

Perks and benefits