About the role

Aplyr's Quick Take

This role is about leading the design and implementation of AI-driven self-service solutions for contact centers, primarily using Google Cloud technologies. It's a technical leadership position that involves direct client interaction and project management, requiring a strong background in AI architecture and integration.

Good fit

Ideal candidates have 8+ years in architecture, with at least 4 years focused on Google technologies like Dialogflow and Contact Center AI. They should be self-motivated, detail-oriented, and comfortable managing multiple projects while mentoring developers.

Worth noting

The role emphasizes client-facing skills and requires significant technical expertise, which may be a challenge for those without strong communication abilities. It's also a senior position, so expect a fast-paced environment with high expectations.

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Position Purpose

TTEC Digital – Google Delivery Practice is seeking a Google CCAI Architect to lead the design and implementation of AI-powered self-service solutions for enterprise contact centers. This role will provide end-to-end technical leadership across voice and digital AI engagements, working closely with clients and internal teams to deliver scalable, innovative customer experience solutions using Google Cloud technologies.

Key Responsibilities

Lead voice and digital AI self-service solutions for large, multi-location contact centers.

Design, develop, and implement AI self-service applications using Google Contact Center AI.

Interface directly with clients to lead design decisions and define solution requirements.

Serve as project lead for assigned Google CCAI implementations.

Collaborate with conversation designers and project teams on IVA specifications.

Integrate solutions with backend systems using web services, APIs, and databases.

Perform unit testing and support system and functional testing activities.

Guide and mentor developers as needed.

Technical Expertise

8+ years of overall architecture experience.

4+ years of experience with Dialogflow CX / Dialogflow ES.

2+ years of hands-on experience with Google Contact Center AI.

Strong knowledge of Cloud Services Architecture, Apigee, and Vertex AI.

Experience integrating Speech-to-Text and Text-to-Speech services (Google, Amazon, Nuance).

Proficiency in Java, JavaScript, .NET, C#, HTML, SQL, Python, Node.js, AngularJS.

Experience with REST/SOAP APIs and backend integrations.

Database experience: SQL, Oracle, MongoDB, PostgreSQL.

Experience managing large multi-site contact center implementations.

Competency

Strong client-facing communication and presentation skills.

Ability to lead technical discussions and drive solution architecture decisions.

Capability to manage multiple projects simultaneously.

Strong documentation skills (Solution Design Documents / IVA specifications).

Self-motivated, organized, and detail-oriented.

Leadership skills with experience guiding development teams.

Technology Stack

Google Technologies: Google Contact Center AI, Dialogflow CX, Apigee, Vertex AI

Programming: Java, Python, JavaScript, Node.js, AngularJS, C#, .NET

APIs & Integration: REST, SOAP

Databases: SQL, Oracle, MongoDB, PostgreSQL

Contact Center Platforms: Cisco CVP/Webex CCE/CC, UJet, VXML IVR platforms, Amazon Connect, Five9

Education, Experience and Certification

8+ years of overall architect experience.

4+ years with Dialogflow ES/CX.

2+ years of hands-on Google CCAI experience.

Google Certification and/or Badge completion preferred.

Bachelor’s degree (4-year) required.

Skills & Tags

node python java javascript go ai backend data

Aplyr's read

TTEC Digital specializes in customer experience technology, offering digital transformation services to enhance client engagement. It's ideal for tech-savvy professionals in customer-focused roles.
Synthesized from recent postings & public sources

What's promising

•Strong focus on digital transformation in customer experience management.
•Diverse range of roles from technical to strategic positions.
•Opportunities to work with leading technology platforms like AWS, Microsoft, and Google.

What to watch

•Limited public information about company culture and employee satisfaction.
•Potential for high-pressure environment due to client demands in digital transformation.
•Frequent need for specialized technical skills may limit broader career mobility.

Why TTEC Digital

•Expertise in integrating major technology platforms for customer experience solutions.
•Specialized roles in cutting-edge technologies like NICE CXone and Five9 VCC.
•Focus on high-level strategic roles, such as Vice President Digital Sales Executives.

Aplyr’s read is generated by AI from public sources. Was it useful?

About TTEC Digital

TTEC Digital

ttecdigital.com

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TTEC Digital is a customer experience technology and services company that helps organizations improve their customer engagement through digital transformation.