The CCaaS Architect will design and implement AI self-service applications using Google CCAI, leading projects and collaborating with clients for a positive CX.
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.
The TTEC Digital Google Partner Practice is a Google Cloud Contact Center Artificial Intelligence (CCAI) platform launch partner that can train, test, secure, deploy and integrate CCAI and the Vertex AI suite to produce multi-platform, data informed, enterprise solutions that fuel the exceptional employee and customer experience (CX).
As an Architect, you will be responsible for providing technical solutions to meet the various needs of our clients. You will serve as a lead to the Google delivery practice and work as part of a team of professionals that play a key role in implementing solutions and delivering results. You will enjoy involvement in the full-life cycle of an implementation project, while interacting closely with the client to meet specific needs throughout the process.
What You'll Be Doing
- Lead voice and digital AI Self-Service solutions for large, multi-location contact centers
- Design, develop and implement AI self-service applications with Google CCAI
- Ability to interface with clients, lead design decisions and drive towards defining solution requirements and technical design
- Serve as a project lead for the Google Delivery practice for assigned Google CCAI projects
- Collaborate with project team members to provide input to conversation design specifications
- Integrate to backend systems using web services, databases, and reporting
- Perform Unit Testing of developed code
- Assist with System and Functional Testing
Skills and experience you will bring:
- 8+ years of architect experience overall
- 4+ years of experience with AI solutions
- 2+ years of technical on-hands experience with Google CCaaS or UJET
- Knowledge of Google Cloud Platform Services
- IAM
- Storage
- Networking
- Cloud Run, Cloud Run Functions
- Ability to support multiple projects at the same time
- Experience in managing large multi-site contact center implementations
- Experience managing and guiding developers or interest in doing so
- Experience in writing Solution Document Designs/specifications for Contact Center solutions
- Experience supporting quality assurance and user acceptance testing
- Experience with contact center reporting
- Must be able to work independently, be organized, self-motivated, and have attention to detail
- Excellent communication skills, both written and verbal
- Candidate must have a 4-year bachelor’s degree
Desired, not required
- Google Certification and/or Badge completion
- Experience managing staff
- Experience developing mobile applications (IOS, Android)
- Experience integrating WFO platforms (NICE, Verint, Alvaria, etc.)
- Experience migrating legacy premise Contact Center platforms to cloud services
- Experience developing Conversational Agents (Dialogflow)
- Proficient in Javascript, NodeJS and frameworks (express and spring)
#LI-BN1
Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, Virginia, DC, Wisconsin and Wyoming.
This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
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.
#LI-Remote
Top Skills
Cloud Run
Cloud Run Functions
Express
Google Ccai
Google Cloud Platform
Iam
JavaScript
Networking
Node.js
Spring
Storage
Similar Jobs
Fintech • Real Estate • PropTech
Conduct outbound prospecting (cold calling, email, LinkedIn) and engage inbound leads to generate qualified opportunities. Qualify and hand off meetings to sales, join discovery meetings, and participate in ongoing coaching to refine sales development skills. Maintain organized, data-informed pipeline management aligned to ICP.
.png)
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Software • Generative AI
Lead the Machine Learning Engineering team at AKASA, focusing on improving ML capabilities, model deployment, and infrastructure development, while managing and mentoring engineers.
Top Skills:
KubernetesPythonPyTorch
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
As a Senior CRM Associate, you'll manage marketing campaigns, create Spanish content, analyze performance, and work cross-functionally while ensuring culturally relevant messaging.
Top Skills:
A/B TestingAnalytics ToolsHTML
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
