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
