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

Job Requirements

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

Location: Charlotte, NC

Role Overview

We are seeking an experienced Solution Architect - IVR & Google CX Agent Studio with 10+ years of experience in IVR and Conversational AI. The ideal candidate will have strong hands-on expertise in Google CX Agent Studio (Google CX AS) and the ability to design, build, and execute Agentic AI workflows for enterprise and telecom environments.

Key Responsibilities

Design and implement enterprise-grade IVR and Conversational AI solutions.

Build and execute Agentic AI workflows using Google CX Agent Studio (CX AS).

Design customer self-service, customer care, and contact center automation solutions.

Integrate Google CX AS with CRM, BSS, OSS, Billing, Order Management, and Contact Center platforms.

Define solution architecture, technical design, integration patterns, and implementation strategy.

Lead technical teams and provide architecture and technical guidance.

Conduct code reviews, mentor developers, and drive end-to-end solution delivery.

Develop backend services, orchestration, automation, and API integrations using Python.

Troubleshoot, optimize, and support conversational AI solutions in enterprise production environments.

Required Qualifications

10+ years of experience in IVR and Conversational AI implementation.

Strong expertise in Google CX Agent Studio (Google CX AS).

Hands-on experience designing and implementing Agentic AI workflows using Google CX AS.

Strong experience designing and implementing enterprise-grade IVR and Conversational AI solutions.

Proven experience building customer self-service, customer care, and contact center automation solutions, preferably within telecommunications.

Experience integrating Conversational AI platforms with:

CRM

BSS / Billing Systems

OSS

Order Management

Contact Center platforms

Strong Python programming skills for backend development, orchestration, automation, and API integrations.

Experience leading technical teams, conducting code reviews, mentoring developers, and driving end-to-end solution delivery.

Strong architecture, problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

Strong Telecom domain experience.

Experience with large-scale customer experience and contact center transformation.

Experience designing scalable, secure, and production-ready Agentic AI architectures.

Experience working with complex telecom ecosystems and customer service platforms.

Work Experience

7