Concentrix

Concentrix

Principal Architect, Conversational AI & CX Solutions

USA Work at Home · Principal · Full-time

Sponsorship not specified$155k-$220kDetected 22 days ago
JavaScriptPythonGCPMachine LearningRAGSalesforceCRMZendeskVoIPResearchMentoring

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odds of building a lasting career here

55Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role65
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • The global technology and services leader that powers the world's best brands, today and into the future.
  • We're solution-focused, tech-powered, intelligence-fueled.
  • We shape new game-changing careers in over 70 countries, attracting the best talent.

Responsibilities

  • Consultative Solutioning & Sales Support: Lead technical discovery and architecture for major CX projects, transforming client goals into Gemini-powered contact center designs that deliver measurable ROI.
  • Conversational AI Agent Architecture: Design complex conversational flows using Google Agent Studio platforms and Dialog flow CX, employing Gemini and advanced "Playbook" patterns to create adaptive, natural-language agents.
  • Gemini-Enhanced Agent Assist & Insights: Develop real-time guidance systems using Gemini-powered Agent Assist for training and coaching and implement Conversational Insights for sentiment analysis and business intelligence.
  • Google CCaaS Platform & Implementation Oversight: Lead the architecture of Google CCaaS Platform implementations, ensuring scalability, security, and alignment with Google's best practices.
  • Integration Patterns: Design integration between Gemini-enabled CX components and major CRM and CCaaS platforms like Salesforce, Zendesk, Genesys, Nice, and Avaya.
  • Telephony & Network Design: Manage the technical setup of Google CCaaS/CCAI, including necessary telephony and network configurations for real-time Gemini processing.
  • Consultative Solutioning & Sales Support:
  • Lead technical discovery and architecture for major CX projects, transforming client goals into Gemini-powered contact center designs that deliver measurable ROI.
  • Design complex conversational flows using Google Agent Studio platforms and Dialog flow CX, employing Gemini and advanced "Playbook" patterns to create adaptive, natural-language agents.

Requirements

  • 12+ years in CX or CCaaS architecture and consultative technical leadership.
  • Expert-level knowledge of Conversational AI, Google Dialog flow CX, Agent Assist, Conversational Insights, CCaaS/CCAI, and Gemini.
  • Experience in customer-facing roles, capable of leading technical workshops and influencing stakeholders during complex sales cycles.
  • In-depth knowledge of telephony protocols such as SIP, RTP, and WebRTC.
  • Hands-on experience with Conversational AI, Generative Playbooks, and Generative Fallback features using Dialog flow CX.
  • Proficiency in Prompt Engineering for conversational agents, focusing on tone, safety, and behavioral tuning.
  • Experience with Vertex AI Search and Conversation for RAG-based fulfillment.
  • Proficiency in JavaScript/Python for custom webhook development and complex API orchestration.
  • Google Professional Cloud Architect or Google Professional Machine Learning Engineer certification.
  • Understanding of Google Cloud's Media CDN and low-latency audio processing for voice-driven AI systems.

Skills

  • Google Cloud CX Solutions

Compensation

  • The base salary for this position is $ $155,000 - $220,000, plus incentives that align with individual and company performance.

Benefits

  • available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

Company info

  • Join us and be part of this journey towards greater opportunities and brighter futures.
  • We are currently seeking to fill this role with an individual who can start as soon as possible.
  • And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Equal opportunity

  • Concentrix is an equal opportunity and affirmative action (EEO-AA) employer.
  • We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
  • For more information regarding your EEO rights as an applicant, please visit the following websites:
  • Accommodation:

Visa & Work Authorization

  • In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position.
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