Principal Customer Experience Ai Architect

Principal Customer Experience AI Architect

Principal Customer Experience AI Architect

Location: Franklin, TN (Hybrid)

Our client is seeking a Principal Customer Experience AI Architect to lead the design and transformation of enterprise customer engagement platforms. This highly visible role combines Conversational AI, Generative AI, cloud architecture, and customer experience strategy to deliver next-generation voice and digital solutions.

Responsibilities

• Define enterprise customer experience architecture and modernization roadmaps
• Design Conversational AI, virtual agent, and agent-assist solutions
• Lead AI-driven customer engagement initiatives across voice, chat, and digital channels
• Architect scalable cloud-based CX platforms and integrations
• Partner with business and technology leaders to align customer experience strategy with business objectives
• Lead architecture reviews, governance, and technology standards
• Support strategic initiatives, solution design, and executive stakeholder engagement
• Mentor architects and technical leaders across multiple programs

Requirements

• Strong experience with enterprise contact center and customer experience platforms
• Expertise in Conversational AI, Generative AI, and intelligent automation solutions
• Experience architecting solutions on Google Cloud Platform (GCP)
• Knowledge of customer engagement ecosystems and omnichannel platforms
• Experience integrating CX platforms with CRM and enterprise applications
• Strong understanding of cloud-native architectures, APIs, and modern application design
• Proven ability to lead enterprise transformation initiatives and advise senior stakeholders
• Excellent communication, leadership, and consulting skills

Preferred

• Experience with Google CCAI, CES, Vertex AI, or similar AI platforms
• Experience with Genesys, Cisco, Avaya, or other enterprise contact center technologies
• Background in enterprise consulting, digital transformation, or customer experience strategy
• Experience leading AI-enabled customer service modernization programs

Excellent compensation, bonus potential, comprehensive benefits, and the opportunity to shape large-scale AI and customer experience transformation initiatives.

To apply, send resume to: