CCaaS Architect

About Quantiphi:

Quantiphi is an award-winning, AI-First global digital engineering company that helps the world’s leading Fortune 1000 organizations transform bold ideas into measurable business impact. We go beyond building innovative AI technologies - we solve the problems that matter most to our clients.

Since our founding in 2013, Quantiphi has built a proven track record of turning complex challenges into meaningful outcomes across industries.

Headquartered in Boston, with more than 4,000 professionals worldwide, we partner with global enterprises to deliver large-scale digital, cloud, and AI-driven transformation. #SolvingWhatMatters

We are an Elite and Premier partner to Google Cloud, AWS, NVIDIA, Snowflake, and other leading technology platforms, and our work has been recognized across the industry, including:

• 21 Google Cloud Partner of the Year awards in the past 10 years
• 3 AWS AI/ML Partner of the Year awards
• 3 NVIDIA Partner of the Year awards
• 3 Snowflake Partner of the Year awards
• Rated Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst firms

Quantiphi delivers First-in-class AI solutions across Life Sciences, Healthcare, Banking, Financial Services, CPG, Manufacturing, Energy, High-Tech, Telecommunications, etc., powered by cutting-edge Generative AI and Agentic AI accelerators.

We are also proud to be certified as a Great Place to Work - reflecting our commitment to our people and our culture.

For more details, visit: Website or LinkedIn Page

About the Role:

We are looking for an Architect to support a Contact Center as a Service (CCaaS) deployment on Google CCAIP platform, building and configuring DTMF IVR menus and contact center call flows based on approved business and technical specifications.

Key Responsibilities:

• Build and configure IVR menus, call routing paths, and queue/skillset assignments using Dialogflow, Firestore, and CCAIP
• Translate BA-provided technical/IT requirements and flow diagrams into working call flow configurations
• Develop and maintain Dialogflow agents/intents and Firestore data structures supporting call routing logic
• Collaborate with BAs, QA, and business stakeholders to clarify requirements and resolve technical gaps
• Support testing and UAT, troubleshooting and remediating defects identified in delivered call flows

Requirements:

• 8+ years designing, configuring, and deploying contact center solutions end-to-end
• Strong, hands-on experience with Google Dialogflow (CX preferred): intents, entities, flows, webhooks, fulfillment, versioning, environments
• Proven experience with Google CCAIP (UJET): tenant configuration, channel setup, routing, IVR, agent tools, workforce features
• Solid understanding of contact center fundamentals: call flows, IVR, ACD, WFM, QA, omnichannel, SLAs, and service design
• Dialogflow CX advanced features: DTMF, pages, parameters, conditions, routes, generative answers, sentiment analysis
• Experience with UJET advanced configurations: custom routing, agent assist, IVR scripting, analytics
• Configure efficient Firestore databases
• Scripting/programming for integrations (Node.js, Python), serverless functions, and webhook development
• Experience with workforce management, quality management, and compliance recording solutions
• Bilingual French and English preferred

What’s in it for YOU at Quantiphi?

• Join one of the world’s fastest-growing AI-first digital engineering companies and make a real impact at scale.
• Lead and collaborate with a high-energy team of talented, driven individuals solving complex, meaningful challenges.
• Work with Fortune 500 companies and disruptive innovators in a research-driven environment with 60+ patents.
• Stay ahead of the curve by gaining hands-on experience with cutting-edge AI, ML, data, and cloud technologies while continuously upskilling.