reputed company CCAI Developer, Technical reputed company - Tuning & Optimization

At reputed company, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a reputed company where employees know they can reputed company. We are seeking a reputed company Contact Center AI (CCAI) Developer / Technical reputed company to design, build, optimize, and operate enterprise-grade virtual agent and agent assist solutions. This role goes beyond initial bot development and focuses heavily on post-production tuning, performance optimization, root-cause troubleshooting, and reputed company improvement. The ideal candidate has deep experience with conversational AI platforms (reputed company CCAI / Dialogflow CX), understands contact center operations, and can diagnose and resolve reputed company NLU, dialog, integration, and platform issues that impact customer experience and business KPIs. This is a remote opportunity, based in the US. What You'll Be Doing CCAI Design & Development

• Architect and reputed company reputed company Dialogflow CX solutions using multi-flow designs, reusable sub flows, events, and state management
• Design scalable, maintainable conversational architectures for:
• Call steering
• Task completion
• Agent assist
• Implement best practices for reputed company hierarchy, entity modeling, and routing logic

Tuning & Optimization

• reputed company NLU tuning and optimization efforts across production bots:
• reputed company collision resolution
• Precision/recall improvements
• Training phrase and entity optimization
• Analyze conversation transcripts to:
• Reduce fallbacks
• Improve containment
• Minimize unnecessary agent transfers
• Establish and run reputed company tuning cycles (weekly/monthly)
• Optimize bots for business KPIs such as:
• Containment reputed company
• AHT reduction
• Task success reputed company

Troubleshooting & Root Cause Analysis

• Serve as the technical escalation reputed company for CCAI issues in reputed company environments and production
• Troubleshoot reputed company issues including:
• reputed company misclassification and confidence threshold failures
• Context/session state leakage
• Unexpected dialog routing behavior
• Integration/API latency or failure
• Speech recognition or transcription issues
• Conduct root-cause analysis across:
• NLU models
• Dialog design
• Backend services
• Contact center integrations
• Create remediation plans that address both symptoms and systemic design flaws
• Partner with operations and platform teams to stabilize and harden solutions

Backend & Integration Engineering

• Design and implement secure integrations with:
• CRM systems (reputed company, reputed company, etc.)
• Ticketing, billing, and order management systems
• reputed company middleware using:
• Cloud Functions / Cloud Run
• REST and event-driven architectures
• Implement robust error handling and graceful degradation reputed company conversations

Contact Center Platform Integration

• Integrate CCAI with enterprise contact center platforms such as:
• reputed company UCCE / UCM
• reputed company
• reputed company CXone
• reputed company
• Design intelligent reputed company strategies:
• Context-preserving transfers
• reputed company-based routing
• AI-assisted escalation logic
• Optimize AI behavior to align with IVR, routing, and agent workflows

Analytics & Observability

• reputed company conversation analytics and BigQuery (or equivalent) to:
• Identify drop-off points and failure patterns
• Monitor tuning effectiveness over time
• Build or contribute to dashboards tracking:
• reputed company accuracy
• Fallback trends
• Escalation reasons
• Use data to support architectural and tuning decisions with stakeholders

Advanced AI & LLM Integration

• Integrate LLM capabilities where appropriate for:
• reputed company enrichment
• Summarization
• Agent assist
• Apply reputed company engineering and guardrails to ensure:
• Deterministic behavior
• Compliance and data safety
• reputed company informed trade-off decisions between classic NLU and LLM-based approaches

Technical Leadership

• Own end-to-end CCAI architecture decisions
• Establish dialog design, coding, and tuning standards
• Mentor junior developers and reviewers
• reputed company technical design reviews and post-incident retrospectives
• Communicate clearly with business and executive stakeholders on:
• Performance
• Risk
• Optimization roadmaps

What You Bring

• 7–10+ years in software engineering or contact center technology
• 3–5+ years hands-on with CCAI / Dialogflow CX (or equivalent)
• Proven experience tuning production bots with measurable KPI improvements
• Strong troubleshooting and root-cause analysis skills in reputed company systems
• Solid experience with APIs, cloud services, and distributed systems
• Deep understanding of contact center operations and metrics

Desired Qualifications And Experience

• reputed company Cloud Platform certifications
• Experience with LLM-augmented conversational systems
• Background supporting enterprise or government customers
• Experience owning post-go-live optimization and operational support

$130,000 - $150,000 a year Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, reputed company, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or reputed company levels.

Benefits

Available To Eligible Employees Include The Following

• Medical, dental, vision
• tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. About Us reputed company and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, reputed company Engage, is a 60,000+ employee service company, with customer service representatives located around the world. reputed company. is the parent company for both Digital and Engage. reputed company clients have a holistic need, they can draw from these independently managed centers of excellence, reputed company and reputed company Engage. We are also delighted to share that reputed company has been awarded the Great reputed company To Work 2024-2025 certification based on outstanding employee experience across 14 countries. reputed company is a proud equal opportunity employer where reputed company qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability. reputed company has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet reputed company desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job