Automation Architect

Automation Architect

Location : Charlotte, NC

Automation Architect – Google GECX, Agentic Voice & Chat

Experience: 12+ years
Domain: Contact Center | Conversational AI | Agentic AI | Test Automation

Role Summary

We are looking for a highly experienced, innovative, and hands-onAutomation Architect to define, design, and implement scalable automation frameworks forGoogle GECX-based Agentic Voice and Agentic Chat applications.

The ideal candidate will combine deepautomation engineering and architecture expertise with strongContact Center domain knowledge, Conversational/Agentic AI experience, and Google AI technologies. The role requires rapidly evaluating new technologies, develop PoCs and accelerators, and translating innovative ideas into tangible automation solutions resulting in client benefits.

Key Responsibilities

• Define and drive theautomation strategy, architecture, framework, and roadmap for Agentic Voice and Agentic Chat applications.
• Architect and buildscalable, reusable, and extensible automation frameworks for IVR, Voicebots, Chatbot, AI agents, and end-to-end Agentic customer journeys.
• Design automation formulti-turn conversations, complex IVR/voice flows, agentic workflows, backend integrations, and omnichannel scenarios.
• Establish testing approaches fordeterministic and non-deterministic AI responses, including prompt, contextual, outcome, hallucination, and guardrail validation.
• Develop automation forLLM/GenAI-based agents, including multi-step workflows, tool/function calling, API interaction, and workflow orchestration.
• DrivePoCs, reusable accelerators, and innovative automation approaches and completeimplementation of automation solution on Google GECXplatform demonstrating measurable improvements in coverage, efficiency, quality, and release confidence.
• Integrate automation withCI/CD pipelines and continuous testing practices.
• Remain fullyhands-on with architecture, coding, framework development, troubleshooting, and implementation.
• Providetechnical leadership, conduct design/code reviews, and mentor automation engineers.
• Present automation solutions, innovations, and tangible benefits to client and technical stakeholders.

Required Skills

• 12+ years of IT experience, with significant experience in test automation and automation architecture.
• Strong hands-on expertise inautomation framework design and development.
• Strong experience inContact Center, IVR, Voice, Chat, Conversational AI, and end-to-end customer journey automation.
• Experience automatingIVR, Agentic Voice, Voicebots, Chatbot, and Agentic Chat workflows.
• Intelligent Automation & GenAI: Experience designing, building, testing, or deploying workflows utilizingLLMs, Generative AI, and AI agents.
• Google AI Ecosystem: Hands-on experience withGemini Enterprise for Customer Experience ( GECX) unified AI agent platform,Google Cloud Vertex AI, Gemini, Google AI Studio, andAI-assisted development/coding tools.
• Understanding ofGoogle GECX/Google Cloud-based Conversational AI environments.
• Experience testing Agentic AI applications, includingprompt validation, hallucination detection, guardrails, contextual accuracy, tool/function execution, and non-deterministic responses.
• Strong expertise inAPI automation, REST/JSON, backend validation, and system integration testing.
• Experience withCI/CD, Git, DevOps pipelines, automated reporting, and continuous testing.
• Strong understanding of Contact Center technologies especially Google includingIVR, CTI, ANI/DNIS, DTMF, SIP/telephony, call routing, queues, self-service, live-agent transfers, and CRM/backend integrations.
• Strong programming skills inPython and/or Java.
• Strongproblem-solving, rapid learning, innovation, client communication, and technical leadership capabilities.