Conversational AI Architect

Job Title: Conversational AI Architect

Location: Charlotte, Onsite

Experience: 20+ Years

 Job Description:

One-liner JD: Architect and design a customer retention conversational agent on Google CXAS, defining guardrails, escalation protocols, disconnect-reason detection, promotional offer recommendations, quality controls, reusable configurations, and context designs, while leading an offshore pod alongside an onsite BA.

 Primary Skills: Google CXAS / Contact Center AI (Dialogflow CX, Agent Assist), conversational AI / agent design, guardrails & escalation flow design, prompt/context engineering, telecom domain (retention, churn, offers).

Secondary Skills: Solution architecture, BA collaboration & requirement translation, quality control/testing frameworks, reusable configuration design, Google Cloud Platform services, integration with vendor-managed business systems.