Automation Architect

Automation Architect

Location

Charlotte, NC

Automation Architect – Google GECX, Agentic Voice & Chat

Experience

12+ years

Domain

Contact Center | Conversational AI | Agentic AI | Test Automation

Role Summary

We are looking for a highly experienced, innovative, and hands-on Automation Architect to define, design, and implement scalable automation frameworks for Google GECX-based Agentic Voice and Agentic Chat applications.

The ideal candidate will combine deep automation engineering and architecture expertise with strong Contact Center domain knowledge, Conversational/Agentic AI experience, and Google AI technologies. The role requires rapidly evaluating new technologies, develop PoCs and accelerators, and translating innovative ideas into tangible automation solutions resulting in client benefits.

Key Responsibilities

• Define and drive the automation strategy, architecture, framework, and roadmap for Agentic Voice and Agentic Chat applications.
• Architect and build scalable, reusable, and extensible automation frameworks for IVR, Voicebots, Chatbot, AI agents, and end-to-end Agentic customer journeys.
• Design automation for multi-turn conversations, complex IVR/voice flows, agentic workflows, backend integrations, and omnichannel scenarios.
• Establish testing approaches for deterministic and non-deterministic AI responses, including prompt, contextual, outcome, hallucination, and guardrail validation.
• Develop automation for LLM/GenAI-based agents, including multi-step workflows, tool/function calling, API interaction, and workflow orchestration.
• Drive PoCs, reusable accelerators, and innovative automation approaches and complete implementation of automation solution on Google GECX platform demonstrating measurable improvements in coverage, efficiency, quality, and release confidence.
• Integrate automation with CI/CD pipelines and continuous testing practices.
• Remain fully hands-on with architecture, coding, framework development, troubleshooting, and implementation.
• Provide technical leadership, conduct design/code reviews, and mentor automation engineers.
• Present automation solutions, innovations, and tangible benefits to client and technical stakeholders.

Required Skills

• 12+ years of IT experience, with significant experience in test automation and automation architecture.
• Strong hands-on expertise in automation framework design and development.
• Strong experience in Contact Center, IVR, Voice, Chat, Conversational AI, and end-to-end customer journey automation.
• Experience automating IVR, Agentic Voice, Voicebots, Chatbot, and Agentic Chat workflows.
• Intelligent Automation & GenAI: Experience designing, building, testing, or deploying workflows utilizing LLMs, Generative AI, and AI agents.
• Google AI Ecosystem: Hands-on experience with Gemini Enterprise for Customer Experience ( GECX) unified AI agent platform, Google Cloud Vertex AI, Gemini, Google AI Studio, and AI-assisted development/coding tools.
• Understanding of Google GECX/Google Cloud-based Conversational AI environments.
• Experience testing Agentic AI applications, including prompt validation, hallucination detection, guardrails, contextual accuracy, tool/function execution, and non-deterministic responses.
• Strong expertise in API automation, REST/JSON, backend validation, and system integration testing.
• Experience with CI/CD, Git, DevOps pipelines, automated reporting, and continuous testing.
• Strong understanding of Contact Center technologies especially Google including IVR, CTI, ANI/DNIS, DTMF, SIP/telephony, call routing, queues, self-service, live-agent transfers, and CRM/backend integrations.
• Strong programming skills in Python and/or Java.
• Strong problem-solving, rapid learning, innovation, client communication, and technical leadership capabilities.