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MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.
We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!
Job Title: AI architect with contact Center exp
Location: Remote with some travel
Employment Type: Contract
Pay Range: USD 100- 105/hr
Agent Development:

• Architect and build sophisticated AI agents using Gemini Enterprise for Customer Experience, Gemini models and CXAS, focusing on reasoning, grounding, and tool-use capabilities.

• Platform Migrations: Migration of legacy conversational interfaces (e.g., Dialogflow Cx, Playbooks, or third-party bots) to advanced CXAS and generative AI architectures.
• Agent Assist & Conversational Insights: Design and implement Agent Assist features (e.g., Generative Knowledge Assist, Proactive GKA, AI Coach, Live Translation) and utilize CCAI Insights to analyze conversations and drive continuous improvement.
• Telephony & System Integration: Connect AI agents to existing CCaaS/telephony platforms (e.g., Genesys, Cisco, Avaya) and enterprise CRM infrastructure (e.g., Salesforce, Zendesk) using APIs and middleware to ensure real-time data access and seamless omnichannel routing.
• Prompt Engineering & Tuning: Develop and optimize complex prompts and orchestration layers to ensure high accuracy, brand voice consistency, and safety.
• RAG Implementation: Design and maintain Retrieval-Augmented Generation (RAG) pipelines to provide agents with up-to-date, grounded knowledge from company documentation and knowledge bases.
• Infrastructure & CI/CD: Manage CI/CD pipelines and DevOps automation for agent development using tools like Terraform to ensure scalable, infrastructure-as-code deployments.
• Agent Ops & Performance Monitoring: Establish robust Agent Ops practices, implementing evaluation frameworks to measure agent latency, accuracy, safety, and customer satisfaction, and iterating based on data-driven insights.
• Collaboration: Work closely with CX leads and product managers to translate business requirements into technical AI workflows.
Qualifications
Minimum qualifications
• Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 7 years of experience in technical client services.
• Experience in the design and/or implementation of Cloud based technical architectures and solutions.
• LLM & GECX Profi ciency: Deep understanding of Large Language Models (specifi cally Gemini), Gemini Enterprise for Customer Experience, and conversational AI platforms (CXAS, Dialogfl ow) in enterprise environments.
• Programming: Expertise in Python, with experience in AI orchestration frameworks
• API & Backend: Experience building and consuming RESTful APIs and working with cloud infrastructure (Google Cloud Platform preferred).
• Data Systems: Proficiency in vector databases (e.g., Pinecone, Vertex AI Search) and structured SQL/NoSQL databases.
• Security & Compliance: Familiarity with enterprise-grade security protocols, PII masking, and AI safety guidelines.
• Availability to Travel: Able to travel within the US as required (1-2 times every couple of months).
Preferred qualifications
Having as many of these specific qualifications as possible is a plus, but transferable skills/experiences may be equally valuable
• Experience with Google Cloud Platform (GCP)
• Cloud certification. - Google Cloud Professional Certification - (Architect, Networking, Machine Learning as examples)
• Customer facing delivery experience, including scoping, service discovery, designing architectures, and cloud operations.
• Background in Customer Experience (CX) technology, telephony protocols (SIP, WebRTC), and Contact Center as a Service (CCaaS) platforms like Genesys.
• Hands-on experience with DevOps automation, Agent Ops, and AI-powered CI/CD pipelines.
• Experience with Vertex AI, Dialogflow CX, Agent Assist, and CCAI Insights.
• Familiarity with standard IT security practices such as identity and access management, data protection, encryption, certificate and key management
• Demonstrated excellent communication, written, presentation and problem solving skills. • Experience in project and technical solution delivery.
• Experience coding in one or more general purpose languages (e.g., Python, Java, Go, C or C++) including data structures, algorithms, and software design
• Experience with Vertex AI, Dialogfl ow CX, or Search and Conversation tools.
• Proven track record of moving AI prototypes into production-grade enterprise applications and handling complex migrations.
MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.