Key Responsibilities: • Solution Design: Architect AI-powered contact center solutions leveraging Google Cloud's Contact Center AI (CCAI), Dialogflow, and other related technologies. • Implementation: Lead the deployment and integration of Google CCAI solutions with existing systems (CRM, telephony, chat, etc.) in customer environments. • Integration: Design and implement integrations with third-party platforms, such as Genesys, Twilio, Cisco, Avaya, or Five9. • AI Model Optimization: Work closely with data scientists and machine learning engineers to optimize NLP models, dialog management, and virtual agents. • Custom Bot Development: Build and train virtual agents and chatbots using Google Dialogflow for handling various customer queries. • Customer Experience Strategy: Collaborate with product owners, stakeholders, and business analysts to map customer journeys and design contact center experiences that are streamlined and efficient. • Consultation: Provide technical leadership and consulting expertise to clients and internal teams regarding best practices for Google CCAI architecture. • Quality Assurance: Lead or participate in testing efforts for implemented solutions to ensure they meet performance, scalability, and security requirements. • Training and Documentation: Create training material for internal teams and customers. Provide detailed documentation for each implementation. • Continuous Improvement: Stay updated on the latest advancements in CCAI, AI technologies, and contact center trends, continuously improving solutions.
Required Skills: • Expertise in Google Cloud Technologies: Hands-on experience with Google Cloud Platform (GCP), including Dialogflow, BigQuery, Google Kubernetes Engine (GKE), and AI/ML services. • Proficiency in NLP: Strong knowledge of natural language processing (NLP) and machine learning concepts, with experience building and training virtual agents. • Integration Skills: Experience integrating CCAI solutions with popular telephony systems, CRM tools, and analytics platforms. • Experience with Contact Centers: Deep understanding of contact center operations, including inbound/outbound voice services, chat, and email interactions. • Coding Skills: Proficiency in Python, JavaScript, or other relevant programming languages for custom developments and integrations. • Cloud Architectures: Familiarity with cloud architectures (preferably GCP) and experience in designing scalable, secure, and fault-tolerant solutions. • AI and Automation: Proven track record in deploying AI-driven automation systems that enhance customer interactions and operational efficiency. • Analytical Skills: Ability to analyze customer interaction data, identify trends, and optimize virtual agents' performance.
Preferred Qualifications: • Google Cloud Architect Certification or equivalent. • 5+ years of experience working with AI-driven contact center solutions. • Experience with other cloud contact center platforms like AWS Connect, Microsoft Azure Contact Center, etc. • Familiarity with voice technology platforms like Google Speech-to-Text, Text-to-Speech. • Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.