Customer Experience (CX) Solution Architect - Google Cloud (Gemini Enterprise)

Responsibilities

• Design and lead end-to-end AI-powered CX architectures on Google Cloud, defining scalable and secure solution patterns.
• Lead technical discovery and solution design during sales cycles to secure technical wins and develop compelling proposals.
• Architect and integrate CCaaS and AI-driven CX solutions (e.g., Google CCAI, Amazon Connect, Genesys) with CRM and automation systems.
• Guide delivery teams from POC to production to ensure architectural consistency and high-quality outcomes.
• Act as a technical bridge between Capgemini, Google, and partner teams to align on architecture and execution.
• Identify opportunities to enhance performance and scalability through emerging Generative AI capabilities.

Requirements

• 10+ years of experience in contact center technical presales or consultative solution architecture.
• Proven experience designing CCaaS and AI-driven CX solutions (e.g., Google GECX, Amazon Connect, Twilio Flex, or Genesys Cloud).
• Deep expertise in Google Cloud Platform (GCP), Customer Experience, and the Generative AI technology stack.
• Strong knowledge of Contact Center technologies including IVR, ACD, WFM, NLP, and CRM integration.
• Ability to travel up to 50% of the time.
• Excellent communication skills for engaging both executive and technical audiences.

Preferred Qualifications

• Hands-on experience with Google GECX and Vertex AI.
• Experience leading large-scale CX transformation programs.
• Google Cloud certifications (e.g., Professional Cloud Architect, ML Engineer).
• Experience managing partners and hyperscalers in complex implementation projects.

Benefits

• Paid time off including vacation, company holidays, personal days, and sick leave.
• Medical, dental, and vision coverage.
• Retirement savings plans (e.g., 401(k)).
• Life and disability insurance.
• Employee assistance programs.

About the Company

Capgemini is a global business and technology transformation partner, helping organizations accelerate their transition to a digital and sustainable world. With over 340,000 team members in more than 50 countries, we leverage market-leading capabilities in AI, cloud, and data to deliver end-to-end services from strategy to engineering.