Principal Consultant, Technology Consulting

2 weeks ago

Hyderabad, Telangana, India TTEC Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for an experienced Google CCAI (Contact Center AI) Architect to lead the design and implementation of intelligent contact center solutions leveraging Google Cloud technologies. The ideal candidate will have deep expertise in Google Cloud Platform (GCP), Dialogflow CX, CCAI Insights, Contact Center Integrations, and AI/ML-based customer engagement solutions.

Key Responsibilities:

  • Architect and design scalable, high-performance Google CCAI solutions for enterprise clients.

  • Lead end-to-end implementation involving Dialogflow CX, CCAI Insights, Speech-to-Text, Text-to-Speech, and Agent Assist.

  • Integrate Google CCAI with leading contact center platforms such as Genesys, NICE, Twilio Flex, Talkdesk, and Avaya.

  • Work with business stakeholders to translate customer service workflows into automated conversational experiences.

  • Ensure security, scalability, and compliance of all AI solutions.

  • Collaborate with cross-functional teams (Developers, QA, Operations, and Client Teams) to deliver high-quality solutions.

  • Evaluate new technologies and make recommendations for adoption and best practices.

  • Provide technical leadership and mentorship to development teams.

Required Skills and Experience:

  • 10+ years of overall IT experience with at least 3+ years in CCAI or Contact Center AI architecture.

  • Strong hands-on experience with Dialogflow CX, CCAI Insights, Agent Assist, and Virtual Agents.

  • Deep understanding of Google Cloud Platform (GCP) services such as Pub/Sub, Cloud Functions, BigQuery, and App Engine.

  • Experience with APIs, Webhooks, and backend integration for omnichannel support.

  • Working knowledge of Python / for building integrations and automation.

  • Familiarity with IVR flows, CTI systems, and telephony integration (SIP, WebRTC).

  • Experience integrating with CRM platforms such as Salesforce, Zendesk, or ServiceNow.

  • Google Cloud certifications such as Professional Cloud Architect or CCAI Engineer are a strong plus.

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