Senior Technical Solutions Consultant, CCaaS, Applied AI
About The Position
Cloud Applied AI (AAI) powers business growth with Gemini Enterprise. Its portfolio includes Gemini Enterprise for Customer Experience and other vertical and domain packaged solutions. The team enables high adoption and speed to value through quickly deployed solutions and new capabilities, working closely with model builders. As an Applied AI Technical Solutions Consultant specializing in CCaaS, you will drive customer experience transformations throughout the customer lifecycle, from pre-sales architecture and prototyping to post-sales deployment and ongoing technical support. You will architect, integrate, and deploy agentic AI and virtual agent solutions powered by Gemini for Customer Experience, focusing on enterprise telephony and contact center integrations. You will serve as the technical authority for telephony integration—including SIP, RTP, carrier connectivity, and CPaaS—in complex CCaaS environments. You will partner with Sales and Customer Engineering on technical discovery, proof-of-concepts, and architecture design; own technical delivery, carrier and telephony onboarding, production cutovers, escalation support, and stabilization; and work with Applied AI Product and Engineering teams to turn field challenges into product enhancements. The role also involves co-developing solutions with strategic System Integrators, ISVs, and partners. Google Cloud delivers enterprise-grade solutions and tools to help organizations digitally transform and developers build more sustainably. Customers in more than 200 countries and territories rely on Google Cloud to support growth and solve business challenges.
Requirements
- Bachelor's degree in Science, Technology, Engineering, or Mathematics, or equivalent practical experience.
- 5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.
- Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.
- Experience designing, building, and deploying conversational voice and chat solutions, such as voicebots, IVR, and virtual agents.
- Experience writing Python code for prototyping, API integration, and automation.
Nice To Haves
- Master's degree in Engineering, Computer Science, or related technical fields.
- Google Cloud Certified: Professional Cloud Architect or Professional Data/ML Engineer.
- Experience architecting and deploying major enterprise CCaaS platforms, such as Google Cloud Customer Engagement Suite, Genesys, Cisco, Avaya, NICE, Five9, or Twilio.
- Experience working with modern LLMs, prompt engineering, and agentic AI architectures applied to customer support or contact center workflows.
- Experience managing technical relationships and delivery across System Integrators (SIs) and telecom carriers.
- Strong network troubleshooting skills, including Wireshark or packet-capture analysis, QoS, firewall traversal, and SIP ladder inspection.
Responsibilities
- Lead pre-sales technical engagements, architectural discovery, solution design, and technical feasibility evaluations for enterprise CCaaS and telephony integrations.
- Build rapid prototypes and proof-of-concepts to pilot private-preview agentic AI and voice capabilities with strategic customers and early-access partners.
- Own post-sales technical deployment and integration, including SIP trunking, SBC configuration, carrier onboarding, and end-to-end telephony routing.
- Deliver technical presentations, whiteboard sessions, solution demonstrations, and technical responses for RFIs and RFPs highlighting Google Cloud Applied AI and CCaaS value propositions.
- Collaborate with Product Management and Engineering to identify telephony and platform gaps, advocate for feature improvements, and co-design fixes based on field learnings.
Benefits
- 15% bonus target
- Equity
- Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
