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.
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- 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
