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Senior Architect

Toronto, Ontario, Canada

Join SADA as a Sr. Google Customer Engagement Suite Architect

Your Mission 

As a Senior Google Customer Engagement Suite Architect at SADA, you will work in a fast-paced, highly-skilled team deploying state-of-the-art Customer Engagement Suite (CES) / Contact Center AI (CCAI) solutions. You will work directly with customers, engineers, sales teams, and partners to deliver high-quality professional service engagements to SADA’s customers. SADA is a premier partner of Google Cloud Platform (GCP), and as such, your implementations will focus on enabling customers to best utilize GCP or to demonstrate its capabilities. 

You will play a critical role in designing, implementing, and deploying AI-powered contact center solutions for our clients. You will be responsible for providing technical leadership, mentoring team members, and ensuring the successful delivery of projects.

The ideal candidate will possess at least 10 years of experience in the field of Contact Center implementations, and more recently, Conversational AI, with substantial experience on at least one major cloud-based contact center platform, such as:

  • Google Contact Center as a Service (CCaaS)
  • Amazon Connect
  • Genesys Cloud CX
  • Nice CXone
  • Five9

Your day-to-day will consist of the following activities:

  • Solution Design and Architecture: Design and architect end-to-end CES / CCAI solutions, including CCaaS implementations, conversational AI flows, and integrations with backend systems
  • Hands-on Development: Lead and participate in the development of complex Conversational AI components, demonstrating hands-on expertise in building and deploying conversational AI solutions
  • Pre-Sales Support: Collaborate with sales teams to provide technical expertise during pre-sales activities, including solution demonstrations, proposals, and technical workshops
  • Team Leadership via Mentorship: Provide technical guidance and mentorship to junior engineers and developers on best practices and troubleshooting techniques, fostering a culture of knowledge sharing and continuous improvement
  • Stay Up-to-Date: Maintain up-to-date knowledge of the latest advancements in Google Customer Engagement Suite / Contact Center AI, including Google CCaaS, Conversational Agents (Dialogflow CX), Agent Assist, Conversational Insights, and Vertex AI Generative AI features and capabilities

Expectations

Customer-Facing - Daily interactions with customers, including standups or sales meetings; at other times, weekly/bi-weekly as for sprint planning, reviews/retrospectives, or demos. These interactions will be with roles ranging from engineers to key executive stakeholders.

Travel - Up to 35% travel to customer sites, conferences, and other related events.

Job Requirements

Required Credentials:

Required Qualifications:

  • 4+ years of relevant work experience in technical consulting, software development or cloud engineering
  • Strong experience designing and implementing Google Customer Engagement Suite solutions, including Google CCaaS, Conversational Agents (Dialogflow CX), Agent Assist, Conversational Insights, and Vertex AI Generative AI
  • Strong consultative skills, including the ability to translate complex Contact Center and AI concepts into actionable business strategies and solutions
  • Ability to communicate complex technical concepts to a broad range of internal and external stakeholders
  • Ability to architect, scope, and prioritize work based on feedback from the customer or internal teams.
  • Experience in development using Python and JavaScript
  • Experience participating in sales calls
  • Experience in business and/or technical consulting

Useful Qualifications:

  • Experience implementing non-Google contact center solutions or telephony platforms
  • Familiarity with Agile development methodologies.
  • Experience tuning applications for non-functional requirements, i.e., usability, maintainability, scalability, availability, security, portability, etc. 
  • Exposure to relational and NoSQL datastores
  • Familiarity with frontend web technologies, particularly React or Angular

 

About SADA An Insight company

Values: SADA stands for inclusion, fairness, and doing the right thing. From our very beginning, we’ve championed a diverse workplace where we support and learn from each other, amplifying the impact we make with our customers. We’re proud that our teams are composed of contributors who represent a wide array of backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer. Our three core values are the foundation of everything we do:

  1. Hunger
  2. Heart
  3. Harmony

Work with the Best: SADA has been the largest Google Cloud partner in North America since 2016 and, for the eighth year in a row, has been named a Google Global Partner of the Year . This year, SADA was named a Google Cloud Global Partner of the year 2024. SADA has also been awarded Best Place to Work year after year by the Business Intelligence Group and Inc. Magazine, and was recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Public Cloud IT Transformation Services.

Benefits: Unlimited PTO, paid parental leave, competitive and attractive compensation,  performance-based bonuses, paid holidays, generous medical, dental, vision plans, life, short and long-term disability insurance, 401K/RRSP with match, as well as Google-certified training programs and a professional development stipend.

Business Performance: SADA has been named to the INC 5000 Fastest-Growing Private Companies list for the last 10+ years in a row, garnering Honoree status. CRN has also named SADA on the Top 500 Global Solutions Providers list for the past 5 years. The overall culture continues to evolve with engineering at its core: 3200+ projects completed, 4000+ customers served, 10K+ workloads, and 30M+ users migrated to the cloud.

To request reasonable accommodation to participate in the job application or interview process, contact careers@sada.com. SADA complies with federal and state/provincial disability laws and makes reasonable accommodations for applicants and candidates with disabilities.

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