About the role
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
TTEC Digital – Google Delivery Practice is seeking a Google CCAI Architect to lead the design and implementation of AI-powered self-service solutions for enterprise contact centers. This role will provide end-to-end technical leadership across voice and digital AI engagements, working closely with clients and internal teams to deliver scalable, innovative customer experience solutions using Google Cloud technologies.
Key Responsibilities
Lead voice and digital AI self-service solutions for large, multi-location contact centers.
Design, develop, and implement AI self-service applications using Google Contact Center AI.
Interface directly with clients to lead design decisions and define solution requirements.
Serve as project lead for assigned Google CCAI implementations.
Collaborate with conversation designers and project teams on IVA specifications.
Integrate solutions with backend systems using web services, APIs, and databases.
Perform unit testing and support system and functional testing activities.
Guide and mentor developers as needed.
Technical Expertise
8+ years of overall architecture experience.
4+ years of experience with Dialogflow CX / Dialogflow ES.
2+ years of hands-on experience with Google Contact Center AI.
Strong knowledge of Cloud Services Architecture, Apigee, and Vertex AI.
Experience integrating Speech-to-Text and Text-to-Speech services (Google, Amazon, Nuance).
Proficiency in Java, JavaScript, .NET, C#, HTML, SQL, Python, Node.js, AngularJS.
Experience with REST/SOAP APIs and backend integrations.
Database experience: SQL, Oracle, MongoDB, PostgreSQL.
Experience managing large multi-site contact center implementations.
Competency
Strong client-facing communication and presentation skills.
Ability to lead technical discussions and drive solution architecture decisions.
Capability to manage multiple projects simultaneously.
Strong documentation skills (Solution Design Documents / IVA specifications).
Self-motivated, organized, and detail-oriented.
Leadership skills with experience guiding development teams.
Technology Stack
Google Technologies: Google Contact Center AI, Dialogflow CX, Apigee, Vertex AI
Programming: Java, Python, JavaScript, Node.js, AngularJS, C#, .NET
APIs & Integration: REST, SOAP
Databases: SQL, Oracle, MongoDB, PostgreSQL
Contact Center Platforms: Cisco CVP/Webex CCE/CC, UJet, VXML IVR platforms, Amazon Connect, Five9
Education, Experience and Certification
8+ years of overall architect experience.
4+ years with Dialogflow ES/CX.
2+ years of hands-on Google CCAI experience.
Google Certification and/or Badge completion preferred.
Bachelor’s degree (4-year) required.
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.