As an Applied AI Technical Solutions Consultant specializing in Contact Center as a Service (CCaaS), you will drive customer experience transformations across the entire customer life-cycle, spanning pre-sales architecture, prototyping, post-sales deployment, and ongoing technical support. You will architect, integrate, and deploy next-generation agentic AI and virtual agent solutions powered by Gemini for Customer Experience, with a focus on enterprise telephony and contact center integrations.
In this role, you will be the technical authority for telephony integration (SIP, RTP, carrier connectivity, and CPaaS) across complex CCaaS environments. In pre-sales, you will partner with Sales and Customer Engineering to lead technical discovery, build rapid proof-of-concepts, and design viable architectures. In post-sales, you will own technical delivery, guide carrier and telephony onboarding, lead cutovers to production, and provide escalation support and stabilization. You will also maintain a feedback loop with Applied AI Product and Engineering teams, turning field challenges into product enhancements, while co-developing solutions with strategic System Integrators (SIs), Independent Software Vendor (ISVs), and partners.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
Ireland: €114000 - €116000 (EUR) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Lead pre-sales technical engagements, architectural discovery, solution design, and technical feasibility evaluations for enterprise CCaaS and telephony integrations.
- Build rapid prototypes and proof-of-concepts (POCs) to pilot private preview agentic AI and voice capabilities with strategic customers and early-access partners.
- Manage post-sales technical deployment and integration, including SIP trunking, SBC configuration, carrier onboarding, and end-to-end telephony routing.
- Deliver technical presentations, whiteboard sessions, solution demonstrations, and technical responses for Request for Information (RFIs) and Request for Proposal (RFPs) highlighting Google Cloud Applied AI and CCaaS value propositions.
- Collaborate closely with Product Management and Engineering to identify telephony and platform gaps, advocate for feature improvements, and co-design fixes based on field learnings.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.
- Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.
- Experience designing, building, and deploying conversational voice and chat solutions (voicebots, IVR, virtual agents).
- Experience writing code in Python for prototyping, API integration, and automation.
Preferred qualifications:
- Master's degree in Engineering, Computer Science, or related technical fields.
- Google Cloud Certified (Professional Cloud Architect or Professional Data/ML Engineer).
- Experience architecting and deploying major enterprise CCaaS platforms (e.g., Google Cloud Customer Engagement Suite, Genesys, Cisco, Avaya, NICE, Five9, or Twilio).
- Experience working with modern LLMs, prompt engineering, and agentic AI architectures applied to customer support or contact center workflows.
- Experience managing technical relationships and delivery across System Integrators (SIs) and telecom carriers.
- Strong network troubleshooting skills (Wireshark/packet capture analysis, QoS, firewall traversal, SIP ladder inspection).