Google CCaaS Architect

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Google Partner Practice is a Google Cloud Contact Center Artificial Intelligence (CCAI) platform launch partner that can train, test, secure, deploy and integrate CCAI and the Vertex AI suite to produce multi-platform, data informed, enterprise solutions that fuel the exceptional employee and customer experience (CX).

As an Architect, you will be responsible for providing technical solutions to meet the various needs of our clients. You will serve as a lead to the Google delivery practice and work as part of a team of professionals that play a key role in implementing solutions and delivering results. You will enjoy involvement in the full-life cycle of an implementation project, while interacting closely with the client to meet specific needs throughout the process. 

What You'll Be Doing

• Lead the implementation of Google CCaaS voice and digital AI Self-Service solutions for large, multi-location contact centers
• 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 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

What You'll Bring to the Role

• 8+ years of voice architecture experience overall
• 4+ years of experience with AI solutions
• 2+ years of technical on-hands experience with Google CCaaS or UJET
• Google Certification a plus and/or Badge completion required
• 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

Desired Skills

• Experience integrating WFO platforms (NICE, Verint, Alvaria, etc.)
• Experience migrating legacy premise Contact Center platforms to cloud services
• Experience managing staff
• Experience developing mobile applications (IOS, Android)
• Experience developing Conversational Agents (Dialogflow)
• Proficient in JavaScript, NodeJS and frameworks (express and spring)

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $140,000 to $170,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  
• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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