CCaaS Architect – Bilingual, French, English

Job Description:

  • 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

Requirements:

  • Multi-lingual; fluent English and French verbal/written communication
  • 8+ years of contact center architect experience overall
  • 4+ years of experience with AI solutions
  • 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.

Benefits:

  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
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