Google Customer Engagement Suite Architect

Title: Google CES Architect

Location: United States / Bridgewater United States.

Job number: 00063489601

Travel required: No

Job category: Delivery Management

Employment type: Full-time

Work model: Hybrid

Job Description:

About the Role

We are seeking an accomplished Google CES 2.0 Solutions Architect to lead the strategy, design, and delivery of Google Cloud's Customer Engagement Suite (CES 2.0) within complex enterprise contact center environments. In this role, you will drive transformation initiatives that modernize customer service through the integration of Google Cloud's AI-powered tools-including Dialogflow CX, Agent Assist, and CCAI Insights-with leading CRMs (e.g., Salesforce), CCaaS platforms (e.g., Genesys, Five9), hyperscalers, and backend systems.

You will serve as a technical architect and strategic advisor throughout the pre-sales, solution design, and implementation lifecycle-operating at the convergence of AI, cloud infrastructure, contact center technology, and customer experience innovation.

Work Model

We strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position open to qualified applicants open to working in our office (4 days per week) in either Plano, Texas or Basking Ridge, NJ. This role could require up to 25% travel.

In this role, you will:

• Lead the architecture, design, and strategic implementation of enterprise-scale Google Customer Engagement Suite (CES) solutions, including Dialogflow CX agents, Agent Assist, CCAI Insights, BigQuery, Cloud Storage, and related integrations.

• Serve as a critical bridge between business goals and technical execution, collaborating closely with customer service stakeholders, engineers, product managers, and delivery teams to translate requirements into scalable, secure, and high-impact CES solutions.

• Guide the integration of CES 2.0 with third-party contact center platforms (e.g., Genesys Cloud, Amazon Connect, Cisco UCCE), CRMs (e.g., Salesforce, Zendesk), and enterprise knowledge bases, ensuring seamless protocol-level connectivity and interoperability.

• Drive AI/ML-based personalization, automation, and analytics use cases to elevate customer experience, optimize agent performance, and enable intelligent call deflection and real-time support.

• Define and document reusable architectural patterns, solution accelerators, and best practices for virtual agent design, intent training, and CES deployment across diverse environments.

• Lead proof-of-concepts (PoCs), demos, and customer workshops in partnership with Google Cloud and ecosystem partners to showcase innovation and validate solution approaches.

• Troubleshoot complex architectural and integration challenges, ensuring optimal performance, scalability, and resilience across CES implementations.

• Collaborate with clients, internal business teams, and external partners to define and break down requirements for new use cases, supporting the creation of SOWs, RFPs, and other business development efforts.

• Ensure solution architectures are well-integrated and aligned across internal stakeholders and third-party vendors.

• Ensure all solutions adhere to enterprise-grade security, privacy, and data governance standards, particularly in AI-driven customer engagement contexts.

• Stay ahead of emerging Google Cloud and CES technologies, advising clients on innovation opportunities and future-proofing their customer engagement strategies.

What you need to be considered

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, with 15+ years of experience architecting and delivering customer-centric technology solutions.

• Minimum 5-8 years of hands-on experience in cloud contact center technologies, conversational AI, or customer experience platforms.

• Deep technical expertise in the Google Cloud Customer Experience stack, including Dialogflow CX, Agent Assist, Contact Center AI Insights, Speech-to-Text, Natural Language APIs, and conversational interfaces.

• Proven experience integrating with leading contact center platforms such as Genesys, Five9, Twilio Flex, Amazon Connect, or NICE CXone.

• Strong proficiency in cloud services (GCP preferred), RESTful APIs, webhook development, and building analytics pipelines.

• Exceptional customer-facing skills, including stakeholder engagement, solution architecture, technical documentation, and executive-level presentations.

Preferred qualifications include:

• Google Cloud certifications such as Professional Cloud Architect, CCAI Specialization, or Dialogflow Certified Expert.

• Experience designing conversational UX (VUX), training NLP models, and building multi-channel bots across voice, chat, and IVR.

• Familiarity with advanced AI concepts including Conversational AI, Agentic AI, Generative AI, Retrieval-Augmented Generation (RAG), and LLM-based assistant integration within CES workflows.

• Industry experience in Telecom, Healthcare, Financial Services, or Retail, with a focus on modernizing contact center operations.

• Background in Agile delivery methodologies, DevOps practices, and collaboration with Google Cloud Premier or system integration partners.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.