Voice/CCAI Architect

Role overview

• Our client, a technology-driven organization focused on customer experience transformation, is seeking a Voice/Contact Center AI (CCAI) Architect to design and deliver enterprise-grade conversational voice solutions.
• This role is responsible for architecting and implementing intelligent voice platforms using Google Contact Center AI (CCAI) and Dialogflow.
• The architect will lead the design of conversational AI voicebots, smart IVR systems, and virtual agents that improve customer interactions and operational efficiency.
• The position requires close collaboration with engineering, infrastructure, operations, and customer experience teams to deliver scalable and secure voice solutions aligned with business objectives

Key responsibilities

Conversational AI & CCAI Architecture Lead the architecture and implementation of solutions powered by Google Contact Center AI, including Dialogflow ES/CX, voicebots, smart IVR systems, and virtual agents. Design conversational flows, intent models, and dialogue logic to enable natural and effective customer interactions. Develop scalable architectures capable of supporting high-volume enterprise environments.

Ensure solutions deliver reliability, accuracy, and strong customer experience outcomes. Voice & Telephony Architecture Design voice workflows integrating conversational AI platforms with telephony infrastructure such as PBX systems, SIP trunks, CTI platforms, and queue management solutions. Collaborate with telecom, network, and infrastructure teams to ensure stable and resilient voice channel operations.