Enterprise Contact Center Architect (CCAI / CES - GCP)

Capgemini • Nashville, TN

1d • Hybrid

About The Position

The Enterprise Contact Center Architect (CCAI / CES - GCP) is a senior, enterprise-level role responsible for designing, governing, and evolving large-scale contact center and customer experience (CX) ecosystems. The role leads end-to-end CX, Conversational AI, and GenAI transformations across voice, digital, and omnichannel channels using Google CCAI, CES, Vertex AI, and integrations with leading CCaaS platforms such as Genesys, Avaya, and Cisco.

Requirements

• 20+ years of IT experience
• Deep expertise in contact center platforms
• Google CCAI/CES
• Conversational AI, and GenAI
• Strong GCP experience
• Proven background in enterprise CX transformation and client advisory leadership.

Responsibilities

• Defining enterprise CX architecture strategy and roadmaps
• Designing virtual agents, agent assist, and GenAI-driven CX solutions
• Leading integrations with CRM and enterprise systems, and acting as a trusted advisor to enterprise clients.
• Supports pre-sales, delivery governance, and mentoring of architects.

Benefits

• Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees