Cloud Contact Center Implementation

Role & responsibilities

Project Role : Technology Architect

Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills : Cloud Contact Center Implementation

Good to have skills : NA

Minimum 5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

Experienced Google Dialogflow CX (DFCX) Developer/Architect to lead the design and implementation of scalable, secure, and cost-efficient conversational AI solutions. This role involves working closely with engineering, QA, infrastructure, and business teams to deliver intelligent voice/chat bot platforms using Google Cloud Platform (GCP).

Roles & Responsibilities:

• Design solution architecture for scalable bot platforms using Dialogflow CX and GCP
• Integrate DFCX with backend systems, APIs, and telephony platforms (Twilio, Genesys)
• Implement security and redaction policies in DFCX for PII, PCI, HIPAA compliance
• Architect scalable designs considering GCP quotas, regions, and failovers

Professional & Technical Skills:

• Design solution architecture for scalable bot platforms using Dialogflow CX and GCP

• Integrate DFCX with backend systems, APIs, and telephony platforms (Twilio, Genesys)

• Implement security and redaction policies in DFCX for PII, PCI, HIPAA compliance

• Architect scalable designs considering GCP quotas, regions, and failovers

• Good to Have:

• Implement CI/CD automation using Cloud Build or GitHub Actions

• Drive cost optimization and GCP quotas/limits management

• Extract usage insights using BigQuery, Looker Studio, and analytics tools

Additional Information:

• The candidate should have minimum 5 years of experience in Contact Center Technology Implementation.

• Google Cloud Professional Cloud Architect / Developer.

• A 15 years full time education is required BE or B Tech.

Preferred candidate profile