Google CES Architect / Lead Engineer

Smart4 Energy is seeking an experienced CES Architect / Lead Engineer to lead the design, architecture, and delivery of AI-powered customer engagement solutions using Google Customer Engagement Suite (CES). This role involves building intelligent agents and integrating them into enterprise contact center platforms while leading engineering teams to ensure scalable solutions.

Responsibilities:

• Architect end-to-end solutions using Google Customer Engagement Suite (CES)
• Design and build conversational AI agents leveraging Google’s AI and orchestration capabilities
• Define scalable, secure, and resilient architectures for voice and chat agents
• Establish best practices for agent design, orchestration, escalation, and human handoff
• Ensure solutions align with enterprise governance and compliance requirements
• Design integrations between Google CES agents and enterprise contact centre platforms such as Genesys and other leading CCaaS providers
• Integrate with telephony, CRM, workforce management, and backend systems
• Architect real-time routing, escalation, and agent-assist experiences
• Ensure seamless customer journeys across AI and human channels
• Act as the primary technical interface with the client
• Lead discovery workshops and translate business requirements into CES-based architectures
• Present architectural designs and roadmap strategies to senior stakeholders
• Provide technical governance throughout delivery
• Lead multiple engineering teams across agent development and integrations
• Provide hands-on technical oversight where required
• Ensure successful implementation aligned to architectural design
• Drive quality, performance optimisation, and production readiness

Requirements:

• Strong experience architecting solutions using Google Customer Engagement Suite (CES)
• Experience building AI agents within Google's conversational AI ecosystem
• Proven integration experience with enterprise contact centre platforms (e.g., Genesys, other CCaaS platforms)
• Experience designing conversational flows for voice and digital channels
• Strong background in enterprise solution architecture
• Experience leading multi-team technical delivery
• Strong client-facing communication and stakeholder management skills
• Deep understanding of AI-driven customer engagement
• Comfortable operating at both strategic and hands-on technical levels
• Confident leading technical discussions with senior stakeholders
• Able to bridge business requirements and technical implementation
• Delivery-focused with strong architectural governance mindset