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, efficient, 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
