The Role
Lead design and implementation of agentic, multi-agent AI workflows for enterprise contact centers using Google Gemini Enterprise CX and ADK. Architect integrations with backend systems, build CI/CD pipelines, design LLM-driven conversational experiences, guide testing and prompt engineering, and oversee deployment on GCP (Cloud Run/GKE/Functions) while mitigating hallucinations and ensuring operational readiness.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC is seeking a visionary Agentic AI Architect to join our rapidly expanding Google GCP team. As we’re in the era of generative AI and autonomous agents, we need a pioneer who can design sophisticated, multi-agent systems using the Google Gemini Enterprise and CX suite.
In this role, you will be the primary technical authority for implementing next-generation "Agentic" workflows—moving beyond simple chatbots to building intelligent systems that can reason, use tools, and execute complex business processes autonomously. You will serve as a lead to the Google delivery practice, guiding clients through the full life cycle of implementing Gemini-powered solutions that redefine customer experience.What You'll Be Doing
- Lead Agentic Strategy: Design and implement voice and digital AI Self-Service solutions for large contact centers using Gemini Enterprise CX and Agent Development Kit (ADK).
- Architect Autonomous Workflows: Design multi-agent orchestrations that leverage Reasoning and Acting (ReAct) frameworks to meet complex client needs.
- Technical Leadership: Serve as the lead architect for Google GECX, Gemini Enterprise and Agent Development Kit (ADK) projects, CI/CD, driving technical design and solution requirements. Translate high-level architecture into technical implementation designs.
- Integration & Tool Use: Develop seamless integrations between AI agents and backend systems using REST/SOAP APIs, ensuring agents can perform real-time data retrieval and execution. Build and implement using: Gemini AI, Cloud Run/GKE, Cloud Functions, API Gateway, Pub/Sub, Dataflow and IAM.
- Advanced Conversation Design: Collaborate with teams to move from rigid decision trees to fluid, LLM-driven conversation specifications.
- Testing & Optimization: Lead unit, system, and functional testing of agentic code, focusing on prompt engineering and hallucination mitigation.
What skills and experience you will bring:
- Core Architecture: 8+ years of overall architect experience.
- Google AI Expertise: 4+ years with Dialogflow CX and 2+ years of hands-on experience with Google Cloud CCAI/CES including Agent Assist and Conversational Insights.
- Generative AI Proficiency: Deep knowledge of Gemini AI (Pro/Flash and 3rd party models), and grounding techniques for Enterprise CX.
- Integration Expertise: Experience with REST/SOAP APIs, Apigee, and complex backend data integrations.
- Implementation Track Record: Experience managing large, multi-site contact center implementations.
- Documentation: Proven ability to write Solution/Technical Document Designs (SDD/TDD) for IVA and Agentic applications.
- Technical Stack:
- Languages: Proficient in Python (preferred for AI/LLM), Java, JavaScript, and Node.js.
- Data: Strong experience with SQL, PostgreSQL, and MongoDB.
- Speech Tech: Experience with Google Speech-to-Text and Text-to-Speech services.
- Education: 4-year bachelor’s degree.
- Certification: Google Professional Cloud Architect or Machine Learning Engineer certification is a major plus; badge completion is required.
- Experience managing and guiding developers or staff.
- A passion for pioneering and innovating in the AI space and a drive for career growth.
Desired Qualifications
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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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Skills Required
- 8+ years overall architect experience
- 4+ years with Dialogflow CX
- 2+ years hands-on with Google Cloud CCAI/CES including Agent Assist and Conversational Insights
- Deep knowledge of Gemini AI (Pro/Flash) and grounding techniques for Enterprise CX
- Experience designing multi-agent orchestrations and ReAct-style reasoning/acting workflows
- Experience with REST and SOAP APIs and complex backend data integrations
- Experience with Apigee
- Build and deploy on GCP: Cloud Run, GKE, Cloud Functions, API Gateway, Pub/Sub, Dataflow, IAM
- Proficient in Java, JavaScript, Node.js
- Proficient in Python (preferred for AI/LLM)
- Strong experience with SQL, PostgreSQL, and MongoDB
- Experience with Google Speech-to-Text and Text-to-Speech
- Proven ability to write Solution/Technical Design Documents (SDD/TDD) for IVA and agentic applications
- Experience managing large, multi-site contact center implementations
- Experience leading unit, system, and functional testing; prompt engineering and hallucination mitigation
- Bachelor's degree (4-year)
- Badge completion (company-required training) is required
- Google Professional Cloud Architect or Machine Learning Engineer certification
- Experience managing and guiding developers or staff
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
