Conversational AI Architect-Telecom Customer Retention Agent

About the Role

We are seeking an Architect to design a customer retention conversational agent on Google CXAS. In this role, you will define guardrails, escalation protocols, disconnect-reason detection, promotional offer recommendations, quality controls, reusable configurations, and context designs, while leading an offshore pod alongside an onsite Business Analyst.

Responsibilities

• Design and architect the end-to-end conversational agent for customer retention on Google CXAS.
• Define guardrails and escalation protocols to ensure safe and effective agent interactions.
• Implement disconnect-reason detection to understand and categorize customer drop-off points.
• Develop promotional offer recommendation logic within the conversational flow.
• Establish quality controls and testing frameworks for conversational AI performance.
• Design reusable configurations and context designs to streamline deployment and maintenance.
• Lead an offshore development pod, providing technical direction and oversight.
• Collaborate with an onsite Business Analyst to translate requirements into technical specifications.
• Integrate the conversational agent with vendor-managed business systems via GCP services.

Required Skills

• Google CXAS / Contact Centre AI: Deep expertise in Dialogflow CX and Agent Assist.
• Conversational AI / Agent Design: Proven experience designing and building conversational agents.
• Guardrails & Escalation Flow Design: Ability to define safety guardrails and complex escalation pathways.
• Prompt/Context Engineering: Skilled in crafting effective prompts and managing context for optimal AI responses.
• Telecom Domain: Strong understanding of retention strategies, churn drivers, and promotional offers in telecom.

Qualifications

• Solution Architecture: Experience architecting scalable, robust conversational AI solutions.
• BA Collaboration & Requirement Translation: Ability to work effectively with business analysts and translate business needs into technical designs.
• Quality Control/Testing Frameworks: Knowledge of testing methodologies and quality assurance for conversational AI.
• Reusable Configuration Design: Experience designing modular, reusable components and configurations.
• GCP Services: Proficiency with Google Cloud Platform services relevant to CXAS and integration.
• Integration: Experience integrating AI solutions with vendor-managed business systems.