We are seeking a CX Solution Architect to design and deliver user-centric Agent Desktop solutions, integrated with Google Customer Engagement Suite (CES), CCaaS platforms (e.g., Genesys), and enterprise backend/SaaS systems.
This role combines solution architecture, UI/UX-driven design thinking, and integration expertise to enable intuitive, efficient, and AI-powered agent experiences.
Key Responsibilities
CX Solution & UI/UX Design
• Design end-to-end Agent Desktop experiences focusing on:
o Agent workflows (call handling, case management, customer context)
o Unified UI across voice, chat, and digital channels
• Apply UX principles to improve:
o Agent productivity
o Usability and navigation simplicity
o Real-time decision support (Agent Assist)
• Define component-based UI architecture and design patterns for reusable frontend frameworks
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CES & Platform Integration Design
• Design integration of Google CES (Dialogflow CX, Agent Assist) with Agent Desktop and enterprise systems
• Define how AI insights, recommendations, and conversational flows are surfaced within the UI
• Architect integrations with:
o CCaaS platforms (Genesys, Amazon Connect)
o CRM / SaaS applications (Salesforce, ServiceNow)
o Backend systems and data platforms
• Ensure seamless real-time data flow across UI, CES, and backend systems
Integration & Technical Architecture
• Define API-led integration patterns (REST, event-driven, webhooks)
• Collaborate with integration teams to design middleware and service orchestration layers
• Ensure consistency in:
o Data models
o API contracts
o Error handling and performance
________________________________________
Solution Leadership & Delivery
• Translate business requirements into solution designs, UI flows, and architecture diagrams
• Work closely with:
o UI engineering teams
o Integration/backend teams
o CX operations and product teams
• Participate in design reviews, sprint planning, and backlog prioritization
• Support multi-workstream coordination across UI, CES, and integrations
________________________________________
Performance & Experience Optimization
• Ensure Agent Desktop solutions are:
o Responsive and low latency (real-time agent interactions)
o Scalable for high-volume operations
• Optimize UI for agent efficiency and reduced handling time
• Support monitoring and continuous improvements across CX journeys
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Required Skills & Experience
• 7–10 years of experience in solution architecture / UI or integration-led roles
• Strong understanding of:
o UI/UX design for enterprise applications
o Agent Desktop / contact center workflows
• Experience with:
o Google CES / CCAI / Dialogflow
o CCaaS platforms (Genesys preferred)
• Solid expertise in:
o API integration and microservices
o Cloud platforms (GCP preferred)
• Ability to work across UI, backend, and integration layers
Source: Capgemini careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Capgemini openings shown on Kaam Ki Khoj are read directly from the company's own careers site and link back to it. Apply there; Kaam Ki Khoj does not process applications for these roles and is not affiliated with Capgemini. Read More
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