Job Description

We are seeking a CX Solution Architect to design and deliver user-centric Agent Desktop solutions, integrated with Google Customer Engagement Suite (CES), CCaaS platforms (e.g., Genesys), and enterprise backend/SaaS systems.

This role combines solution architecture, UI/UX-driven design thinking, and integration expertise to enable intuitive, efficient, and AI-powered agent experiences.

Key Responsibilities

CX Solution & UI/UX Design

Design end-to-end Agent Desktop experiences focusing on:
Agent workflows (call handling, case management, customer context)
Unified UI across voice, chat, and digital channels
Apply UX principles to improve:
Agent productivity
Usability and navigation simplicity
Real-time decision support (Agent Assist)
Define component-based UI architecture and design patterns for reusable frontend frameworks

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CES & Platform Integration Design

Design integration of Google CES (Dialogflow CX, Agent Assist) with Agent Desktop and enterprise systems
Define how AI insights, recommendations, and conversational flows are surfaced within the UI
Architect integrations with:
CCaaS platforms (Genesys, Amazon Connect)
CRM / SaaS applications (Salesforce, ServiceNow)
Backend systems and data platforms
Ensure seamless real-time data flow across UI, CES, and backend systems

Job Description - Grade Specific

Integration & Technical Architecture

Define API-led integration patterns (REST, event-driven, webhooks)
Collaborate with integration teams to design middleware and service orchestration layers
Ensure consistency in:
Data models
API contracts
Error handling and performance

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Solution Leadership & Delivery

Translate business requirements into solution designs, UI flows, and architecture diagrams
Work closely with:
UI engineering teams
Integration/backend teams
CX operations and product teams
Participate in design reviews, sprint planning, and backlog prioritization
Support multi-workstream coordination across UI, CES, and integrations

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Performance & Experience Optimization

Ensure Agent Desktop solutions are:
Responsive and low latency (real-time agent interactions)
Scalable for high-volume operations
Optimize UI for agent efficiency and reduced handling time
Support monitoring and continuous improvements across CX journeys

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Required Skills & Experience

7–10 years of experience in solution architecture / UI or integration-led roles
Strong understanding of:
UI/UX design for enterprise applications
Agent Desktop / contact center workflows
Experience with:
Google CES / CCAI / Dialogflow
CCaaS platforms (Genesys preferred)
Solid expertise in:
API integration and microservices
Cloud platforms (GCP preferred)
Ability to work across UI, backend, and integration layers

GCP CCAI Architect