Conversational- CES Architect

Capgemini • Nashville, TN

2d • Hybrid

About The Position

Capgemini is seeking a Conversational /CES Architect to lead the design and implementation of enterprise-grade conversational AI and Contact Center AI (CCAI) solutions. This role requires deep experience with Dialogflow CX, GCP architecture, and telecom domain integrations.As a Solution Architect, you will assess technical feasibility, identify implementation risks, and define the overall solution architecture including system structure, interfaces, design principles, and implementation guidelines. You will leverage both business and technology expertise to deliver scalable, high‑performing conversational AI experiences.

Requirements

• 5+ years of overall experience, including 3+ years designing conversational interfaces or virtual agents (telecom domain preferred).
• Bachelor’s degree in Computer Science, Telecommunications, or a related field.
• Hands-on experience with Dialogflow CX, webhook development, backend integrations, and automation scripting.
• Proficiency in Python, RESTful APIs, and integration patterns.
• Strong understanding of GCP architecture, cloud components, deployment patterns, and CCaaS frameworks.
• Experience with Speech‑to‑Text, Text‑to‑Speech, Agent Assist, and CCAI capabilities.
• Knowledge of telecom-specific challenges such as call routing, number portability, and service provisioning.
• Familiarity with analytics tools used for conversational performance measurement and optimization.
• Hands‑on experience with telecom platforms, CRM systems, billing solutions, and IVR environments.

Nice To Haves

• Google Cloud certifications (Professional Cloud Developer, CCAI Specialization) preferred.
• Experience using agile methodologies and design thinking for solution delivery.

Responsibilities

• Lead the architectural design and implementation of conversational AI solutions using Dialogflow CX, including flow design, fulfillment, orchestration, and testing.
• Develop backend integrations and webhook services using Python, RESTful APIs, and event-driven patterns.
• Architect solutions leveraging Google Cloud Platform (GCP) with a strong understanding of CCaaS‑related services.
• Integrate conversational flows with telecom systems such as CRM, billing platforms, and IVR systems.
• Utilize GenAI, Playbooks, CCAI Insights, and ADK to enhance automation, agent assist, and customer experience.
• Establish solution principles, integration standards, and best practices for enterprise conversational systems.
• Identify architectural risks, non‑functional considerations, dependencies, and mitigation strategies.
• Collaborate with business teams, product owners, and technical stakeholders to align conversational design with business goals.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees