Principal Architect, Conversational AI & CX Solutions
Concentrix4 days ago
Base Salary
$155k - $220k/yr
Responsibilities
- Lead consultative technical discovery, solution architecture, and sales support for major customer experience projects.
- Serve as a strategic technical liaison for customers and Google CX field and channel teams.
- Design complex conversational AI flows using Google Agent Studio, Dialogflow CX, Gemini, and Playbook patterns.
- Develop Gemini-powered Agent Assist guidance, training, coaching, Conversational Insights, sentiment analysis, and business intelligence solutions.
- Lead architecture and implementation oversight for Google CCaaS Platform solutions.
- Design integrations among Gemini-enabled CX components and Salesforce, Zendesk, Genesys, NICE, and Avaya.
- Manage Google CCaaS/CCAI telephony and network configurations for real-time Gemini processing.
Requirements
- 12+ years of experience in CX or CCaaS architecture and consultative technical leadership.
- Expert-level knowledge of Conversational AI, Google Dialogflow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini.
- Experience leading customer-facing technical workshops and influencing stakeholders during complex sales cycles.
- In-depth knowledge of SIP, RTP, and WebRTC telephony protocols.
- Hands-on experience with Conversational AI, Generative Playbooks, and Generative Fallback in Dialogflow CX is desired.
- Proficiency in prompt engineering for conversational agents, including tone, safety, and behavioral tuning, is desired.
- Experience with Vertex AI Search and Conversation for RAG-based fulfillment is desired.
- Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification is desired.
- Understanding of Google Cloud Media CDN and low-latency audio processing is desired.
- Proficiency in JavaScript or Python for custom webhook development and API orchestration is desired.
Benefits
- Remote work in the USA, with the role based in the United States and requiring a valid U.S. residence address.
- Full-time position for an immediate vacancy, with an application deadline of September 30, 2026.
- Base salary of $155,000-$220,000 plus performance-based incentives.
- Medical, dental, and vision insurance.
- Employee assistance program, 401(k) retirement plan, paid time off, paid holidays, and paid learning days.
Tech Stack
Categories
Solutions Engineering
About Concentrix
We’re Concentrix, a Fortune 500® technology and services leader, helping the world's best brands cut through AI hype and create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world’s most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we’re the Intelligent Transformation Partner that helps clients across every major vertical move from AI ambition to measurable, scalable performance.