Experienced Google CCAI Architect – Lead Voice and Digital AI Self-Service Solutions for Large, Multi-Location Contact Centers

Introduction to TTEC Digital TTEC Digital is a pioneering force in the customer experience (CX) industry, dedicated to empowering clients to create exceptional employee experiences that translate into outstanding customer satisfaction. Our vision is built on the principle that an amazing customer experience starts with an employee-first approach, fostering an environment where employees can thrive and grow. As part of the TTEC Holdings Inc. family, which includes our sister company TTEC Engage, we leverage a combined strength of over 61,800 employees worldwide to deliver holistic solutions that meet the evolving needs of our clients. About the Role We are seeking an experienced and visionary Google CCAI Architect to lead our voice and digital AI self-service solutions for large, multi-location contact centers. As a key member of our Google delivery practice, you will be responsible for designing, developing, and implementing AI self-service applications using Google CCAI, ensuring seamless integration with backend systems and driving project success from conception to delivery. Your expertise will be pivotal in guiding our clients through the full lifecycle of implementation projects, ensuring their specific needs are met with tailored solutions. Key Responsibilities Lead the design, development, and implementation of AI self-service applications with Google CCAI for large-scale contact centers. Interface directly with clients to understand their requirements, lead design decisions, and define solution requirements and technical designs. Serve as a project lead for assigned Google CCAI projects, collaborating with project team members to provide input on conversation design specifications. Integrate solutions with backend systems using web services, databases, and reporting tools. Perform unit testing of developed code and assist with system and functional testing to ensure high-quality deliverables. Manage multiple projects simultaneously, prioritizing tasks and deadlines to meet client expectations. Essential Qualifications To excel in this role, you should possess: 8+ years of architecture and design experience, with a strong background in leading technical projects. 4+ years of experience with Google Dialog Flow ES/CX, demonstrating expertise in conversational AI solutions. 2+ years of hands-on experience with Google Cloud CCAI, with a deep understanding of its applications and potential. Google Certification or badge completion, highlighting your commitment to staying updated with the latest technologies. Knowledge of Cloud Services Architecture, Apigee, and Vertex AI, with the ability to apply this knowledge in real-world scenarios. Experience in managing large multi-site contact center implementations, with a focus on delivering scalable and efficient solutions. Proficiency in a range of programming languages, including Java, JavaScript, .NET, C#, HTML, SQL, and Python. Excellent communication skills, both written and verbal, with the ability to articulate complex technical concepts to non-technical stakeholders. A Bachelor's degree in a relevant field, such as Computer Science, Information Technology, or Engineering. Preferred Qualifications While not mandatory, the following qualifications are highly desirable: Experience in staff management, with a proven track record of leading and mentoring development teams. 1 to 2 years of experience with Cisco CVP, WebexCCE/CC, or UJet design and architecture, demonstrating versatility in contact center solutions. Familiarity with VXML-based IVR platforms such as CVP, GVP, AVP/AEP, Amazon Connect, or Five9, showcasing your adaptability to different technologies. Career Growth and Learning Benefits At TTEC Digital, we are committed to the growth and development of our employees. As a Google CCAI Architect, you will have access to: Continuous learning opportunities, including training and certification programs, to enhance your skills and stay updated with the latest technologies. A collaborative and dynamic work environment that fosters innovation and creativity. Opportunities for career advancement, with a clear path for professional growth and leadership development. A diverse and inclusive workplace, where your unique perspective and experiences are valued and respected. Work Environment and Company Culture We pride ourselves on our positive and supportive company culture, which is built on the principles of diversity, equity, and inclusion. As a TTEC Digital employee, you can expect: A flexible and remote work arrangement, allowing you to balance your professional and personal life. A comprehensive benefits package, including medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, and paid time off. Participation in an annual incentive program, with opportunities for bonus earnings based on performance. A recognition and reward system that acknowledges and celebrates your achievements and contributions to the team. Compensation and Perks The anticipated salary range for this position is $130,000 to $160,000, depending on your location, experience, and qualifications. Additionally, you will be eligible for: An annual incentive program, with the potential to earn bonuses based on individual and team performance. A comprehensive benefits package, including medical, dental, vision, and more. Opportunities for professional growth and development, with access to training and certification programs. A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Conclusion If you are a motivated and experienced Google CCAI Architect looking for a new challenge, we encourage you to apply for this exciting opportunity. With your expertise and our commitment to innovation and customer satisfaction, together we can deliver exceptional solutions that exceed our clients' expectations. Don't miss this chance to join our team and contribute to the future of customer experience. Apply now and take the first step towards an rewarding and challenging career with TTEC Digital. : Apply for this job