Chief Enterprise AI Architect (Google Cloud)

Enterprise Ai Architect (Google Cloud / Google Customer Engagement Suite)

We are seeking an accomplished Enterprise AI Architect (Google Cloud / Google Customer Engagement Suite) to lead the strategy, design, and delivery of Google Cloud's Customer Engagement Suite (CES 2.0) within complex enterprise contact center environments. In this role, you will drive transformation initiatives that modernize customer service through the integration of Google Cloud's AI-powered toolsincluding Dialogflow CX, Agent Assist, and CCAI Insightswith leading CRMs (e.g., Salesforce), CCaaS platforms (e.g., Genesys, Five9), hyperscalers, and backend systems.

You will serve as a technical architect and strategic advisor throughout the pre-sales, solution design, and implementation lifecycleoperating at the convergence of AI, cloud infrastructure, contact center technology, and customer experience innovation.

This is a remote position open to qualified applicants open to working in our office (4 days per week) in either Plano, Texas, Bridgewater, NJ or Basking Ridge, NJ. This role could require up to 25% travel.

In this role, you will:

• Lead the architecture, design, and strategic implementation of enterprise-scale Google Customer Engagement Suite (CES) solutions, including Dialogflow CX agents, Agent Assist, CCAI Insights, BigQuery, Cloud Storage, and related integrations.
• Serve as a critical bridge between business goals and technical execution, collaborating closely with customer service stakeholders, engineers, product managers, and delivery teams to translate requirements into scalable, secure, and high-impact CES solutions.
• Guide the integration of CES 2.0 with third-party contact center platforms (e.g., Genesys Cloud, Amazon Connect, Cisco UCCE), CRMs (e.g., Salesforce, Zendesk), and enterprise knowledge bases, ensuring seamless protocol-level connectivity and interoperability.
• Drive AI/ML-based personalization, automation, and analytics use cases to elevate customer experience, optimize agent performance, and enable intelligent call deflection and real-time support.
• Define and document reusable architectural patterns, solution accelerators, and best practices for virtual agent design, intent training, and CES deployment across diverse environments.
• Lead proof-of-concepts (PoCs), demos, and customer workshops in partnership with Google Cloud and ecosystem partners to showcase innovation and validate solution approaches.
• Troubleshoot complex architectural and integration challenges, ensuring optimal performance, scalability, and resilience across CES implementations.
• Ensure all solutions adhere to enterprise-grade security, privacy, and data governance standards, particularly in AI-driven customer engagement contexts.
• Stay ahead of emerging Google Cloud and CES technologies, advising clients on innovation opportunities and future-proofing their customer engagement strategies.

What you need to be considered:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, with 20+ years of experience architecting and delivering customer-centric technology solutions.
• Minimum 5-8 years of hands-on experience in cloud contact center technologies, conversational AI, or customer experience platforms.
• Deep technical expertise in the Google Cloud Customer Experience stack, including Dialogflow CX, Agent Assist, Contact Center AI Insights, Speech-to-Text, Natural Language APIs, and conversational interfaces.
• Proven experience integrating with leading contact center platforms such as Genesys, Five9, Twilio Flex, Amazon Connect, or NICE CXone.
• Strong proficiency in cloud services (GCP preferred), RESTful APIs, webhook development, and building analytics pipelines.
• Exceptional customer-facing skills, including stakeholder engagement, solution architecture, technical documentation, and executive-level presentations.

Preferred qualifications include:

• Google Cloud certifications such as Professional Cloud Architect, CCAI Specialization, or Dialogflow Certified Expert.
• Experience designing conversational UX (VUX), training NLP models, and building multi-channel bots across voice, chat, and IVR.
• Familiarity with advanced AI concepts including Conversational AI, Agentic AI, Generative AI, Retrieval-Augmented Generation (RAG), and LLM-based assistant integration within CES workflows.
• Industry experience in Telecom, Healthcare, Financial Services, or Retail, with a focus on modernizing contact center operations.
• Background in Agile delivery methodologies, DevOps practices, and collaboration with Google Cloud Premier or system integration partners.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

What we offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.