CcasS Practice Architect - Google - CCaaS - VoIP (Remote)

TEKsystems•Dallas, TX

10h•$128,000 - $192,000•Remote

About The Position

As an organization, TEKsystems Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing, including Offshore Centers in Canada and India. Our model enables us to engage customers beyond staffing when they request greater ownership, capabilities, or methodology, while enhancing client/consultant support. We partner with progressive leaders to create opportunity, accelerate business transformation, and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full-stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high-energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and inclusive culture. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires: The Google CCaaS Practice Architect is responsible for designing, developing, and implementing advanced contact center solutions using Google Cloud’s Contact Center AI (CCAI) platform. This role partners closely with sales, delivery, and technical teams to understand client business needs, create robust solution architectures, and oversee project execution. The Architect provides thought leadership, best practices, and industry insights to help clients optimize operations and customer experience, while ensuring high-quality, efficient support for end users.

Requirements

5+ years in contact center technologies, including CCaaS, IVR, ACD, and CRM integration.
3+ years of software development experience; 2+ years of hands-on experience with Google CCaaS/CCAI or similar platforms; experience with enterprise-level CCaaS architecture and large-scale implementations.
Proficiency in programming languages such as Python, Java, or JavaScript; experience with Google Cloud Platform services (IAM, Storage, Networking, Cloud Run, Dialogflow CX); familiarity with conversational AI, Agent Assist, and API integrations.

Nice To Haves

Google Cloud Platform (GCP) certifications and/or badges preferred.
Industry certifications in contact center or cloud technologies are a plus.

Responsibilities

Solution Architecture & Design: Lead the design and implementation of Google CCaaS voice and digital AI self-service solutions for large, multi-location contact centers. Develop conversation flows, integrate backend systems using APIs, and ensure scalable, secure, and efficient architectures.
Technical Leadership: Serve as a project lead for Google delivery practice engagements, collaborating with cross-functional teams to deliver complex contact center solutions. Mentor engineers and guide the development of reusable intellectual property for future projects.
Integration & Development: Build and configure Dialogflow agents, intents, and fulfillment logic. Integrate Google CCaaS with CRM, WFM, and other enterprise systems. Oversee API documentation and ensure seamless system interoperability.
Optimization & Reporting: Monitor system performance, create dashboards, and implement enhancements to ensure scalability and meet evolving business needs. Support quality assurance, user acceptance testing, and continuous improvement initiatives.
Client Engagement: Interface directly with clients to define requirements, present solutions, and guide them through digital transformation journeys. Provide coaching and support to ensure successful adoption and value realization.
Best Practices & Compliance: Ensure solutions adhere to organizational policies, data security standards, and compliance requirements. Capture and refine best practices for delivery improvements.