Contact Center AI Architect

MatchPoint Solutions is a fast-growing global IT-Engineering services company providing technology solutions to various clients. The Contact Center AI Architect will be responsible for architecting and building AI agents, migrating legacy systems, and integrating AI solutions with existing platforms.

Responsibilities:

• Architect and build sophisticated AI agents using Gemini Enterprise for Customer Experience, Gemini models and CXAS, focusing on reasoning, grounding, and tool-use capabilities
• Migration of legacy conversational interfaces (e.g., Dialogflow Cx, Playbooks, or third-party bots) to advanced CXAS and generative AI architectures
• Design and implement Agent Assist features (e.g., Generative Knowledge Assist, Proactive GKA, AI Coach, Live Translation) and utilize CCAI Insights to analyze conversations and drive continuous improvement
• Connect AI agents to existing CCaaS/telephony platforms (e.g., Genesys, Cisco, Avaya) and enterprise CRM infrastructure (e.g., Salesforce, Zendesk) using APIs and middleware to ensure real-time data access and seamless omnichannel routing
• Develop and optimize complex prompts and orchestration layers to ensure high accuracy, brand voice consistency, and safety
• Design and maintain Retrieval-Augmented Generation (RAG) pipelines to provide agents with up-to-date, grounded knowledge from company documentation and knowledge bases
• Manage CI/CD pipelines and DevOps automation for agent development using tools like Terraform to ensure scalable, infrastructure-as-code deployments
• Establish robust Agent Ops practices, implementing evaluation frameworks to measure agent latency, accuracy, safety, and customer satisfaction, and iterating based on data-driven insights
• Work closely with CX leads and product managers to translate business requirements into technical AI workflows