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 Responsibilities

CX 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 productivity o Usability and navigation simplicity o Real-time decision support (Agent Assist)
- Define component-based UI architecture and design patterns for reusable frontend frameworks

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CES & 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 systems

- 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 models o API contracts o Error handling and performance

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Solution Leadership & Delivery

- Translate business requirements into solution designs, UI flows, and architecture diagrams
- Work closely with:

o UI engineering teams o Integration/backend teams o CX operations and product teams
- Participate in design reviews, sprint planning, and backlog prioritization
- Support multi-workstream coordination across UI, CES, and integrations

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Performance & Experience Optimization

- Ensure Agent Desktop solutions are:

o Responsive and low latency (real-time agent interactions)

o Scalable for high-volume operations

- Optimize UI for agent efficiency and reduced handling time
- Support monitoring and continuous improvements across CX journeys

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Required Skills & Experience

- 7–10 years of experience in solution architecture / UI or integration-led roles
- Strong understanding of:

o UI/UX design for enterprise applications o Agent Desktop / contact center workflows
- Experience with:

o Google CES / CCAI / Dialogflow o CCaaS platforms (Genesys preferred)
- Solid expertise in:

o API integration and microservices o Cloud platforms (GCP preferred)
- Ability to work across UI, backend, and integration layers

📌 GCP CCAI Architect (Bengaluru)
🏢 Capgemini
📍 Bengaluru