CCaaS Architect (Google CCAI) (Kitchener)

About Quantiphi: Quantiphi is an award-winning, AI-First global digital engineering company that helps the world’s leading Fortune 1000 organizations transform bold ideas into measurable business impact. We go beyond building innovative AI technologies—we solve the problems that matter most to our clients. Since our founding in 2013, Quantiphi has built a proven track record of turning complex challenges into meaningful outcomes across industries. Headquartered in Boston, with more than 4,000 professionals worldwide, we partner with global enterprises to deliver large-scale digital, cloud, and AI-driven transformation. #SolvingWhatMatters We are an Elite and Premier partner to Google Cloud, AWS, NVIDIA, Snowflake, and other leading technology platforms, and our work has been recognized across the industry, including: - 21 Google Cloud Partner of the Year awards in the past 10 years - 3 AWS AI/ML Partner of the Year awards - 3 NVIDIA Partner of the Year awards - 3 Snowflake Partner of the Year awards - Rated Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst firms Quantiphi delivers First-in-class AI solutions across Life Sciences, Healthcare, Banking, Financial Services, CPG, Manufacturing, Energy, High-Tech, Telecommunications, etc., powered by cutting-edge Generative AI and Agentic AI accelerators. We are also proud to be certified as a Great Place to Work—reflecting our commitment to our people and our culture. For more details, visit: Website or LinkedIn Page Role: CCaaS Architect (Google CCAI) Experience Level: 10+ Years Employment type: Full Time Location: Canada Job Description: The CCaaS Architect is the senior technical authority for the Google CCaaS CCAI Chat Modernization Program. This individual owns the end-to-end solution architecture for the chat platform, drives technical decision-making across all workstreams, and serves as the primary bridge between the program's executive stakeholders and the distributed engineering team. The ideal candidate combines deep hands-on Google Cloud and Dialogflow CX expertise with the leadership capability to manage an offshore development team and communicate complex technical concepts clearly to non-technical audiences. Key Responsibilities: - Own the end-to-end solution architecture for the CCAI chat platform, including Dialogflow CX conversation design, GCP infrastructure topology, integration patterns, data flows, and security architecture. - Define Dialogflow CX architectural standards: flow decomposition strategies, playbook design principles, webhook interface contracts, and reusable component patterns for the chat platform. - Lead the migration to Google CCAI, designing phased cutover approaches that minimize disruption to ongoing operations. - Provide code-level technical direction in Node.js and Python, conducting architecture reviews, approving technical designs, and performing targeted hands-on development when needed to unblock the team. - Design and govern the integration architecture ,data mapping, and event-driven patterns that connect CCAI chat to CRM workflows. - Lead and mentor the offshore development team: conduct code reviews, establish engineering standards, facilitate knowledge-sharing sessions, and manage individual technical growth. - Drive Safe delivery planning, including PI planning participation, feature decomposition, sprint ceremony facilitation, and dependency management across teams. - Communicate architecture decisions, technical risks, and program status to executive sponsors, product owners, and senior stakeholders in clear, business-oriented language. - Collaborate with the Cloud DevOps Engineer to validate infrastructure designs against security, compliance, and performance requirements for chat data. - Partner with the QA Engineer to establish quality gates, define testability requirements for new features, and support UAT readiness reviews. - Produce and maintain architecture documentation including solution design records, integration specifications, and architecture decision records. - Evaluate and recommend tooling, platforms, and architectural patterns that improve the long-term maintainability and extensibility of the chat platform. Required Qualifications: - 8 or more years of progressive software engineering and architecture experience, including 3 or more years in a technical lead or architect capacity on enterprise-grade digital platform programs. - Expert-level Dialogflow CX knowledge: multi-flow architecture, playbook and generative AI agent design, webhook patterns, session management, and Conversational Agents (CCAI Platform) configuration. - Deep GCP platform expertise, with practical experience across Cloud Run, Firestore, Pub/Sub, BigQuery, IAM, VPC, Secret Manager, and Cloud Armor in production environments. - Hands-on integration architecture experience, including REST API design, event-driven patterns and case management workflows. - Code-level fluency in Node.js and Python sufficient to review, guide, and contribute to production webhook services and integration components. - Demonstrated offshore team leadership: managing distributed developers, conducting asynchronous code reviews, and sustaining delivery velocity across time zones. - Experience delivering programs under SAFe or equivalent scaled agile frameworks, including PI planning and cross-team dependency coordination. - Proven ability to communicate complex technical architectures to executive and non-technical audiences, including preparation of architecture briefings and decision papers. - Preferred: Google Cloud Qualified Cloud Architect certification. - Preferred: direct experience with CCAI Platform chat configuration and Vertex AI Agent Builder for generative AI chat agents. - Preferred: Google CCaaS digital channel migration experience, particularly transitioning from legacy chat platforms to cloud-native AI-driven chat. - Preferred: insurance domain knowledge across Property and Casualty, claims processing, billing, and agent-assisted chat workflows. What’s in it for YOU at Quantiphi? - Join one of the world’s fastest-growing AI-first digital engineering companies and make a real impact at scale. - Lead and collaborate with a high-energy team of talented, driven individuals solving complex, meaningful challenges. - Work with Fortune 500 companies and disruptive innovators in a research-driven environment with 60+ patents. - Stay ahead of the curve by gaining hands-on experience with cutting-edge AI, ML, data, and cloud technologies while continuously upskilling. Apply on Kit Job: kitjob.ca/job/2o1bqo