Capgemini
GCP CCAI Architect
Bangalore, IN
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- Seniority
- Mid level
- Country
- IN
- Work mode
- On-site / unstated
- First seen by hirly
- 27 Sept 2026
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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, 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
- ________________________________________
- 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
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:
- o Data models
- o API contracts
- o Error handling and performance
- ________________________________________
- 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
- ________________________________________
- 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
- ________________________________________
- 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
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