Our client is a global leader in digital transformation, delivering large-scale, AI-driven customer experience and contact centre programmes for major enterprise and telecoms organisations. They are investing heavily in next-generation customer engagement platforms powered by Google Cloud and Gemini technologies, with a strong focus on automation, conversational AI, and human-agent collaboration at scale.
This is a hands‑on Google Cloud Architect role sitting within a specialist Google Cloud engineering group. The focus is not advisory. You will be embedded in delivery teams, responsible for turning architecture into working, production‑grade solutions that directly shape customer service operations in live environments.
The role sits at the centre of a major transformation programme within a fast‑evolving telecoms landscape in Ireland, where customer experience, AI automation, and omnichannel engagement are being redefined from the ground up.
Key Responsibilities
Agentic Customer Experience Solution Implementation
Implement AI‑powered customer engagement solutions across complex enterprise environments.
Deliver agentic AI customer journeys where AI and human agents collaborate seamlessly in real time.
Google Customer Engagement Suite (CES) Engineering
Build and configure solutions using Dialogflow CX, Agent Assist, and Conversation Insights.
Integrate CES capabilities with enterprise CRM and contact centre platforms.
Support omnichannel customer engagement implementation across voice, chat, and digital channels.
Apply Gemini capabilities across customer service use cases, including summarisation, response generation, intelligent routing, and conversational understanding.
Work across Vertex AI, BigQuery, Cloud Run, GKE, Pub/Sub, Dataflow, APIs, IAM, and security controls.
Support CI/CD pipelines, cloud‑native deployments, and reusable component development.
Architecture-to-Engineering Delivery
Guide engineering teams on best practice implementation approaches.
AI Operations & CX Alignment
Work directly with operational teams to align AI systems with real contact centre workflows.
Validate automation outcomes and customer experience performance during delivery.
Technical Skills & Experience
Required
Strong hands‑on experience with Google Cloud platform delivery.
Experience building conversational AI or customer engagement solutions.
Understanding of contact centre operations and CX platforms.
Strong API integration and cloud‑native engineering experience.
Preferred
Dialogflow CX and Contact Center AI (CCAI) experience.
Experience with Gemini or generative AI integrations.
Voice, chat, or omnichannel automation experience.
Exposure to customer experience transformation programmes.
This is a delivery‑heavy architecture role where impact is measured in real‑world customer outcomes, not documentation. You will be building systems that directly influence how large‑scale organisations handle millions of customer interactions.
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