Solution Architect-IVR & Google CX Agent Studio (Google CX AS) -- W2 O

Solution Architect-IVR & Google CX Agent Studio (Google CX AS) -- W2 Only

Location: Charlotte, NC

Work Model: Onsite - 4 Days/Week

Job Summary

We are seeking an experienced Solution Architect with 10+ years of experience in designing and delivering IVR, Conversational Al, and Contact Center solutions. The ideal candidate will have strong expertise in Google CX Agent Studio (Google CX AS), including designing scalable Agentic Al workflows, solution architecture, and enterprise integrations.

The candidate should have strong experience with Python-based backend services, API integrations, cloud platforms, and Al-driven customer experience solutions. Telecom, customer service, and contact center automation experience is highly preferred.

Key Responsibilities

Define end-to-end solution architecture for IVR and Conversational Al platforms using Google CX Agent Studio (CX AS).

Design scalable and secure Agentic Al workflows leveraging Generative Al and conversational automation capabilities.

Architect integrations with enterprise systems including CRM, BSS, OSS, Order Management, and Contact Center platforms.

Provide technical leadership across solution design, development, testing, deployment, and production support.

Define architecture standards, best practices, and technical frameworks for Al-powered customer experience solutions.

Collaborate with business stakeholders, product teams, engineering teams, and cloud architects to translate requirements into scalable solutions.

Design backend services, orchestration layers, and API integrations using Python and modern architecture patterns.

Required Skills

10+ years of experience in Solution Architecture, IVR, and Conversational Al implementations.

Strong hands-on experience with Google CX Agent Studio (Google CX AS).

Experience designing and implementing Agentic Al workflows and Generative Al solutions.

Strong Python programming experience for backend services and integrations.

Strong understanding of REST APIs, microservices, and enterprise integration patterns.

Experience architecting solutions integrating with CRM, Billing (BSS), OSS, Order Management, and Contact Center platforms.

Strong knowledge of cloud-based architectures and scalable application design.

Excellent communication, stakeholder management, and technical leadership skills.

Preferred Qualifications

Telecom domain experience, especially in customer service and contact center transformation.

Experience with Google Cloud Platform (GCP) and cloud-native architecture.

Exposure to Large Language Models (LLMs), Generative Al, and Contact Center Al solutions.

Experience with Al orchestration frameworks and conversational automation platforms.

Experience working in Agile/Scrum delivery environments.

Ability to create architecture documentation, solution diagrams, and technical roadmaps.