Role Overview
A client engagement is seeking a Senior Conversational AI Engineer to drive the development of intelligent, cloud-based customer service solutions using Google Contact Center AI (CCAI). In this role, you will architect and implement virtual agents across voice and digital channels, working within a technology or contact center innovation team to improve service efficiency and user experience.
Key Responsibilities
- Design and implement Dialogflow CX and ES agents for both chat and voice platforms, ensuring seamless conversational flows.
- Integrate virtual agents with enterprise systems such as Genesys, Twilio, NICE CXone, and Salesforce to enable real-time data exchange.
- Develop backend fulfillment logic using Google Cloud Functions, Cloud Run, and RESTful APIs or webhooks.
- Collaborate with business and technical teams to define intent structures, entity definitions, and dialogue paths.
- Deploy and configure Agent Assist and CCAI Insights to support live customer service agents with real-time guidance.
- Use Google Cloud tools like Pub/Sub, Logging, and BigQuery for solution monitoring, diagnostics, and performance tracking.
- Refine NLP accuracy by analyzing real-world user input and iterating on model training and tuning.
- Ensure all implementations meet security, compliance, and enterprise governance standards.
Required Qualifications
- Minimum of three years of experience building conversational AI applications, with at least one to two years focused on Google Dialogflow CX or ES.
- Proven track record working with core Google Cloud Platform services including Cloud Functions, Cloud Run, IAM, and BigQuery.
- Strong programming skills in Python or Node.js, particularly for implementing webhook-based fulfillment logic.
- Understanding of natural language understanding (NLU) and natural language processing (NLP) principles, including model training and optimization.
- Prior experience in client-facing or embedded engineering roles, typically through consulting or managed services engagements.
- Ability to communicate clearly with both technical teams and non-technical stakeholders.
Preferred Qualifications
- Direct experience with Agent Assist, CCAI Insights, or integration with CCaaS platforms such as Genesys, Twilio Flex, or NICE CXone.
- Familiarity with Google’s Vertex AI, AutoML, or other machine learning services on GCP.
- Background working in regulated environments such as healthcare, financial services, or insurance.
- Hold a Google Cloud certification, particularly in Cloud Development or CCAI Engineering.
Technical Environment
This role operates within a modern cloud-native stack centered on Google technologies, including Dialogflow CX/ES, Google CCAI, Cloud Functions, Cloud Run, Pub/Sub, BigQuery, and REST APIs. Integrations span CRM and contact center platforms like Salesforce and Twilio, with backend logic developed in Python or Node.js. The role emphasizes NLU design, API architecture, and secure deployment practices on Google Cloud Platform.
