Cognizant Technology Solutions Corporation

Google CES 2.0 Lead – Customer Engagement Suite Solutions Architect

Job Summary:

We are looking for a highly skilled Google CES 2.0 Lead / Solutions Architect to spearhead strategy, design, and delivery of Google Cloud's Customer Engagement Suite (CES 2.0) across enterprise contact center environments. In this role, you will lead initiatives to modernize customer service using Google Cloud's AI-powered tools—CCAI (Dialogflow CX, Agent Assist, CCAI Insights)—integrated with CRMs (e.g., Salesforce), CCaaS platforms (e.g., Genesys, Five9), and backend systems.

You will act as a technical lead and trusted advisor across pre-sales, solution design, and implementation phases, working at the intersection of AI, cloud, and customer experience.

Key Responsibilities:

• Lead the design and architecture of Google Customer Engagement Suite 2.0 solutions, including Dialogflow CX agents, Agent Assist, CCAI Insights, and Contact Center AI integrations.
• Serve as a bridge between business goals and technical execution, working closely with customer service stakeholders, engineers, and product managers.
• Guide integration of CES 2.0 with third-party contact center platforms (e.g., Genesys Cloud, Amazon Connect, Cisco UCCE), CRMs (e.g., Salesforce, Zendesk), and knowledge bases.
• Drive AI/ML-based personalization, automation, and analytics use cases for customer experience improvement.
• Define reusable architectural patterns, solution accelerators, and best practices for virtual agent design, call deflection, intent training, and real-time agent support.
• Lead proof-of-concepts (PoCs), demos, and customer workshops in collaboration with Google Cloud and partner teams.
• Ensure compliance with enterprise security, privacy, and data governance standards across AI-driven engagements.

Required Qualifications:

• Bachelor’s or master’s in computer science, Engineering, or equivalent.
• 5+ years of experience in cloud contact center, conversational AI, or customer experience technologies.
• Deep technical knowledge of Google CCAI stack: Dialogflow CX, Agent Assist, Contact Center AI Insights, Speech-to-Text, and Natural Language APIs.
• Experience integrating with platforms such as Genesys, Five9, Twilio Flex, Amazon Connect, or NICE CXone.
• Proficiency in cloud services (GCP preferred), REST APIs, webhook development, and analytics pipelines.
• Strong customer-facing skills: stakeholder engagement, solutioning, documentation, and presentations.

Preferred Qualifications:

• Google Cloud certifications: Professional Cloud Architect, CCAI Specialization, or Dialogflow Certified Expert.
• Experience designing conversational UX (VUX), NLP training, and multi-channel bots (voice, chat, IVR).
• Familiarity with Gen AI, RAG (Retrieval-Augmented Generation), or LLM-based assistant integration into CES workflows.
• Background in industries like Telecom, Healthcare, Financial Services, or Retail where contact center transformation is critical.
• Experience with Agile delivery, DevOps practices, and working with Google Cloud Premier or SI partners.

Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will contact you. At that time, you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.