Enterprise Contact Center Architect (CCAI / CES - GCP)

Capgemini • Nashville, TN

17h • Onsite

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.
• The role also supports pre-sales, delivery governance, and mentoring of architects.

Benefits

• Paid time off based on employee grade (A-F), depending on policy: Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed