Serve as the technical lead for Contact Center solutions, with hands-on ownership of Google CX Agent Studio, Google Cloud Platform (GCP), and integrated C - Caa. S technologies (e.g., Genesys Cloud). - Design, implement, and optimize cloud-based contact center and conversational AI solutions leveraging GCP services, including integrations with Google CX Agent Studio, speech technologies, analytics, and AI/ ML capabilities. - Provide technical leadership and mentorship to developers and engineers, ensuring adherence to enterprise architecture standards, security, reliability, and scalability best practices. - Partner with business analysts, solution architects, and product owners to translate business requirements into end-to-end technical designs and implementations across cloud and Saas platforms. - Lead development and configuration efforts for omnichannel capabilities, including voice, chat, routing, authentication, analytics, and automation, across Google-based and vendor platforms. - Drive platform modernization initiatives and migrations (e.g., Nuance migration) with a focus on cloud-native and GCP-optimized architectures. - Evaluate, design, and execute Proofs of Concept (POCs), pilots, and solution validations on Google CX Agent Studio, GCP, and related Saas platforms. - Identify optimization opportunities across performance, latency, cost, and operability; provide actionable recommendations and drive implementation. - Collaborate closely with platform vendors (Google, Genesys, and others) to resolve complex technical issues, influence product roadmaps, and ensure successful adoption of new capabilities. - Participate in Agile ceremonies (sprint planning, demos, retrospectives) while ensuring high-quality engineering execution and delivery outcomes. Required Qualifications. Bachelor’s degree in Computer Science, Information Technology, or related field 10 years of technical experience delivering complex, large-scale cloud, Saas, or platform-based solutions. Strong analytical, organizational, and problem-solving skills. Passion for contributing to an organization focused on continuously improving consumer and member experiences. Preferred Qualifications. Technical leadership experience delivering large-scale cloud and Saas platforms, with a strong focus on Customer Experience / Contact Center technologies (e.g., Genesys Cloud, NICE inContact, Five 9, Salesforce). Proven experience leading or contributing to major enterprise modernization and transformation programs, including cloud migrations and platform exits. Hands-on experience delivering omnichannel customer engagement capabilities, including voice, chat, routing, authentication, analytics, workforce management, AI/ ML, automation, and conversational interfaces. Experience integrating contact center platforms with enterprise Saas ecosystems (e.g., Salesforce, ServiceNow, Microsoft Dynamics). Demonstrated ability to design, execute, and lead Proofs of Concept (POCs), pilots, and technology evaluations on cloud and Saas platforms. Strong architecture experience across Business, Application, Data, and Technology domains. Excellent communication and influencing skills, with the ability to translate complex technical concepts into business-relevant outcomes. Proven ability to mentor teams, drive adoption of new technologies, and enforce engineering best practices. Experience working in Agile delivery models (e.g., SAFe), with familiarity in Waterfall methodologies. Experience collaborating closely with vendors to influence product capabilities and roadmaps. Healthcare industry experience preferred. Google Cloud Platform (GCP) & Conversational AI – Preferred Skills. Hands-on experience with Google Cloud Platform (GCP) services supporting customer experience and conversational AI solutions. Experience designing and implementing solutions using Google CX Agent Studio and/or Dialogflow CX, including intent modeling, conversation design, orchestration, and integrations. Familiarity with Vertex AI for ML model integration, tuning, and inference in customer experience use cases. Experience leveraging Big. Query for analytics, reporting, and insights related to contact center and customer interactions. Experience deploying and operating services using Cloud Run, Compute Engine, or Kubernetes-based architectures. Strong understanding of GCP IAM, security, networking, monitoring, and cost optimization best practices. Experience integrating GCP services with C - Caa. S platforms (e.g., Genesys Cloud) and enterprise systems. Exposure to GCP-based speech, text, and AI services (e.g., speech recognition, NLP, analytics) is a strong plus.