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:
o Agent workflows (call handling, case management, customer context)
o Unified UI across voice, chat, and digital channels
. Apply UX principles to improve:
o Agent productivity
o Usability and navigation simplicity
o 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:
o CCaaS platforms (Genesys, Amazon Connect)
o CRM / SaaS applications (Salesforce, ServiceNow)
o 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:
o Data models
o API contracts
o 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:
o UI engineering teams
o Integration/backend teams
o 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:
o Responsive and low latency (real-time agent interactions)
o 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:
o UI/UX design for enterprise applications
o Agent Desktop / contact center workflows
. Experience with:
o Google CES / CCAI / Dialogflow
o CCaaS platforms (Genesys preferred)
. Solid expertise in:
o API integration and microservices
o Cloud platforms (GCP preferred)
. Ability to work across UI, backend, and integration layers

GCP CCAI Architect