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, effective, and AI-powered agent experiences.

Key Responsibilities

CX Solution & UI/UX Design
Design end-to-end Agent Desktop experiences focusing on:
Agent workflows (call handling, case management, customer context)
Unified UI across voice, chat, and digital channels
Apply UX principles to improve:
Agent productivity
Usability and navigation simplicity
Real-time decision support (Agent Assist)
Define component-based UI architecture and design patterns for reusable frontend frameworks

\\\\\\\\\\\\\\\\\\\\

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:
CCaaS platforms (Genesys, Amazon Connect)
CRM / SaaS applications (Salesforce, ServiceNow)
Backend systems and data platforms
Ensure seamless real-time data flow across UI, CES, and backend systems

Job 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:
Data models
API contracts
Error handling and performance

\\\\\\\\\\\\\\\\\\\\

Solution Leadership & Delivery
Translate business requirements into solution designs, UI flows, and architecture diagrams
Work closely with:
UI engineering teams
Int

📌 Gcp Ccai Architect Bengaluru
🏢 Capgemini
📍 Bengaluru