Job Description - Solution Architect - IVR & Google CX Agent Studio (Google CX AS)Location: Charlotte, NC
Work Model: Onsite - 4 Days/Week
Experience: 10+ Years
Job SummaryWe are seeking an experienced
Solution Architect with 10+ years of experience in designing and delivering IVR, Conversational AI, and Contact Center solutions. The ideal candidate will have strong expertise in
Google CX Agent Studio (Google CX AS), including designing scalable Agentic AI workflows, solution architecture, and enterprise integrations.
The candidate should have strong experience with
Python-based backend services, API integrations, cloud platforms, and AI-driven customer experience solutions. Telecom, customer service, and contact center automation experience is highly preferred.
Key Responsibilities- Define end-to-end solution architecture for IVR and Conversational AI platforms using Google CX Agent Studio (CX AS).
- Design scalable and secure Agentic AI workflows leveraging Generative AI and conversational automation capabilities.
- Architect integrations with enterprise systems including CRM, BSS, OSS, Order Management, and Contact Center platforms.
- Provide technical leadership across solution design, development, testing, deployment, and production support.
- Define architecture standards, best practices, and technical frameworks for AI-powered customer experience solutions.
- Collaborate with business stakeholders, product teams, engineering teams, and cloud architects to translate requirements into scalable solutions.
- Design backend services, orchestration layers, and API integrations using Python and modern architecture patterns.
- Evaluate emerging AI technologies, LLM capabilities, and automation frameworks to enhance customer engagement solutions.
- Conduct architecture reviews, provide technical guidance, and mentor development teams.
- Support troubleshooting and optimization of solutions in production environments.
Required Skills- 10+ years of experience in Solution Architecture, IVR, and Conversational AI implementations.
- Strong hands-on experience with Google CX Agent Studio (Google CX AS).
- Experience designing and implementing Agentic AI workflows and Generative AI solutions.
- Strong Python programming experience for backend services and integrations.
- Strong understanding of REST APIs, microservices, and enterprise integration patterns.
- Experience architecting solutions integrating with CRM, Billing (BSS), OSS, Order Management, and Contact Center platforms.
- Strong knowledge of cloud-based architectures and scalable application design.
- Excellent communication, stakeholder management, and technical leadership skills.
Preferred Qualifications- Telecom domain experience, especially in customer service and contact center transformation.
- Experience with Google Cloud Platform (GCP) and cloud-native architecture.
- Exposure to Large Language Models (LLMs), Generative AI, and Contact Center AI solutions.
- Experience with AI orchestration frameworks and conversational automation platforms.
- Experience working in Agile/Scrum delivery environments.
- Ability to create architecture documentation, solution diagrams, and technical roadmaps.
