GECX AI Platform Architect

Quick Facts

Location: Charlotte, NC • Experience: 12+ years

Description

Hands-on senior GECX Architect designing and implementing secure, scalable customer experience solutions on Google Gemini Enterprise for a Customer Experience platform. You’ll combine architecture and coding expertise with deep experience in contact center, Google GECX/CCAI, conversational AI, agentic AI, and GenAI/LLM on Google Cloud.

Build PoCs and accelerators, troubleshoot complex integrations, and take solutions from architecture through production implementation.

Responsibilities

• Architect end-to-end GECX solutions across voice, chat, web, mobile, and assisted-service journeys.
• Translate contact center requirements 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/chat solutions using CX Agent Studio, Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and Google Cloud Platform.
• Design 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 as needed).
• Implement Google Cloud components including Cloud Run, Cloud Functions, BigQuery, Cloud Storage, IAM, logging, monitoring, and data protection.
• Implement services/components using GCS, DLP Templates, Cloud Functions, BigQuery, and similar services.
• Collect and review reporting data/logs from Google Logs Explorer (Stackdriver), Google BigQuery, Avaya, GTP, and 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 production readiness.

Requirements

• 12+ years in solution architecture and engineering, including enterprise contact center, conversational AI, or AI/ML delivery.
• Hands-on expertise with GECX/Customer Engagement Suite, Google CCAI, CX Agent Studio/Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and Google Cloud Platform.
• Experience building agentic voice or agentic chat solutions using LLMs, orchestration, tool/function calling, grounding, and guardrails.
• Strong contact center fundamentals: IVR, CTI, routing, queues, transfers, SIP, ANI/DNIS, DTMF, STT/TTS, and CRM/backend integration.
• Strong Python and/or Java; REST/JSON APIs; SQL; Git; CI/CD; cloud troubleshooting; IAM; secure delivery.
• Ability to assess tools, make architecture decisions, lead cross-functional teams, and communicate with stakeholders.
• Ability to collaborate with onshore/offshore resources across functional/technical/process areas.
• Must be hands-on and own critical solutions through production (not governance-only).

Benefits

• Work on production agentic AI and secure customer experience integrations on Google Cloud.