Job Description
We are seeking a CX Solution Architect to design and deliver user-centric Agent Desktop solutions, integrated with Google Customer Engagement Suite (CES), CCaaS platforms (e.g., Genesys), and enterprise backend/SaaS systems.This role combines solution architecture, UI/UX-driven design thinking, and integration expertise to enable intuitive, productive, and AI-powered agent experiences.Key ResponsibilitiesCX Solution & UI/UX Design• Design end-to-end Agent Desktop experiences focusing on: o Agent workflows (call handling, case management, customer context)o Unified UI across voice, chat, and digital channels• Apply UX principles to improve: o Agent productivityo Usability and navigation simplicityo Real-time decision support (Agent Assist)• Define component-based UI architecture and design patterns for reusable frontend frameworksCES & Platform Integration Design• Design integration of Google CES (Dialogflow CX, Agent Assist) with Agent Desktop and enterprise systems• Define how AI insights, recommendations,



and conversational flows are surfaced within the UI• Architect integrations with: o CCaaS platforms (Genesys, Amazon Connect) o CRM / SaaS applications (Salesforce, ServiceNow) o Backend systems and data platforms• Ensure seamless real-time data flow across UI, CES, and backend systemsJob Description - Grade Specific
Integration & Technical Architecture• Define API-led integration patterns (REST, event-driven, webhooks) • Collaborate with integration teams to design middleware and service orchestration layers• Ensure consistency in: o Data modelso API contractso Error handling and performanceSolution Leadership & Delivery• Translate business requirements into solution designs, UI flows, and architecture diagrams• Work closely with: o UI engineering teamso Integration/backend teamso CX operations and product teams• Participate in design reviews, sprint planning, and backlog prioritization• Support multi-workstream coordination across UI, CES, and in

📌 GCP CCAI Architect (Bengaluru)
🏢 Capgemini
📍 Bengaluru