Only 24h Left Senior Assistant Vice President

19 hours ago

Pune India EXL IT service management Full time

Job Description

Job Title: Contact Centre AI Solution Architect

Location: Bangalore, Noida, Pune, Chennai , India

Department: CX Transformation and Google CES Practice

Employment Type: Full-Time

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Role Overview

We are seeking a visionaryContact 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.

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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.

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Required Skills & Experience

- 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.

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Preferred Qualifications

- 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

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