Lead AI/ML Architect - CES

TEKsystems•Leander, TX

3d•$190,600 - $286,000•Remote

About The Position

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires: The Lead Architect – Conversational Agents (Google CES) will serve as the technical and strategic leader for designing, architecting, and delivering enterprise-grade conversational AI solutions using Google Cloud’s Customer Experience Suite (CES), including CCAIP, GE:CX/Dialogflow evolution, Agent Assist, and supporting AI/ML components. This role is responsible for end-to-end solution leadership across discovery, design, architecture, integrations, quality, deployment, and optimization of multi modal conversational experiences (voice, chat, and emerging channels). The Lead Architect will collaborate closely with cross functional teams—including solutioning, engineering, experience design, Google partner teams, customer stakeholders, and downstream integration groups—to deliver scalable, secure, AI enhanced customer interaction platforms.

Requirements

8+ years’ experience in solution architecture, with 3+ years specifically in conversational AI, CCaaS, or Google CCAIP/CES ecosystems.
Proven experience architecting contact center or AI conversational solutions, including channel setup, routing, and end to end workflow design.
Deep understanding of NLU/NLP platforms (Google Dialogflow ES/CX/GE:CX, LLM based designs, speech services, etc.).
Experience designing and reviewing API based integrations with enterprise systems (CRM, data platforms, identity, telephony).
Strong experience with Google Cloud components supporting CES (Cloud Functions, Pub/Sub, BigQuery, Vertex AI, IAM).
Ability to lead technical teams in a matrixed environment across geographies.
Strong analytical and problem solving capability in designing AI driven experiences.
Excellent communication and documentation skills.
Ability to translate complex technical designs into business friendly explanations.
Understanding of customer experience KPIs and contact center operational models.

Nice To Haves

Google Professional Certification
Experience with GE:CX migration from Dialogflow CX or hybrid conversational architectures.
Exposure to UJET, NICE, Amazon Connect, or other CCaaS platforms.
Experience designing multi modal agent experiences (voice, chat, image inputs, etc.).
Certifications in Google Cloud (ACE, PCA, CCAI Engineer, CCAI Architect).

Responsibilities

Lead the design and architecture of Google CES/CCAIP–based conversational agent solutions, ensuring alignment with business objectives and technical requirements.
Define solution blueprints, call flows, channel configurations, routing logic, agent experience workflows, virtual agent behaviors, and multi channel orchestration.
Architect and guide configuration of contact center components including: channels, queues, routing, greetings, IVR/IVA workflows, Agent Assist, NLP/NLU models, and reporting/insights integrations
Evaluate and recommend CES platform capabilities (e.g., CCAIP, GE:CX, UJET integrations) and ensure the architecture meets scalability, resiliency, and security requirements.
Provide hands on technical leadership to engineering teams throughout implementation, ensuring best practices, governance, and solution integrity.
Oversee configuration work—not just GCP infrastructure setup, but the full CCaaS solution configuration required for a functional contact center deployment.
Review solution designs, integration approaches, and testing plans for conversational agents and downstream systems (CRM, ticketing, telephony, analytics, etc.).
Lead integration of AI technologies including NLP/NLU, speech analytics, ML based routing, sentiment analysis, semantic search, and Agent Assist enhancements.
Translate customer experience goals into AI driven workflows using Google's emerging capabilities (e.g., Gemini Enterprise / GECX updates, multimodal experiences).
Work with business, product, engineering, and operations teams to gather requirements and align technical architecture with business outcomes.
Partner with Google Cloud teams, pre sales teams, and practice leadership on solutioning, estimations, and roadmap planning.
Participate in customer workshops, discovery sessions, and technical deep dives to articulate solution approaches and tradeoffs.
Develop and maintain architectural documentation including solution blueprints, sequence diagrams, integration maps, and operational models.
Conduct regular reviews of deployed CES solutions to identify optimization opportunities, reliability improvements, and AI enhancement potential.
Stay current with Google CES/GECX platform evolution, leveraging new features for customer benefit.