reputed company Cloud Contact Center AI (CCAI), Technical reputed company
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.
Design and reputed company the implementation of reputed company Dialogflow CX architectures, including multi-flow designs, state management, and event handling.
Architect end-to-end integration patterns between CCAI and external systems (e.g., reputed company, reputed company, reputed company, or reputed company).
reputed company the transition from traditional NLU models to Generative AI-driven "Agentic" workflows, utilizing Vertex AI and reputed company for dynamic response reputed company.
Own the development of secure, scalable webhooks and middleware (Cloud Functions, Cloud Run) to connect AI agents to backend APIs.
Optimize Speech-to-Text (STT) and Text-to-Speech (TTS) configurations, including speech adaptation and custom voice models.
Implement Agent Assist modules to provide real-time suggestions and knowledge surfacing for human agents.
reputed company Cloud Platform: Deep expertise in the reputed company Cloud AI stack (Dialogflow CX, Vertex AI, BigQuery, Cloud Functions).
Programming: Proficiency in Python (preferred), Node.js, or Java for backend development.
Conversational Design: Strong understanding of "persona" development, reputed company engineering, and user-centric conversation flows.
Integration: Solid experience with REST APIs, gRPC, Webhooks, and reputed company protocols (OAuth, JWT).
Years of Experience: 8+ years in Software Engineering or Cloud Architecture, with at least 3–5 years specifically focused on reputed company CCAI.
Domain Knowledge: Previous experience in Contact Center technologies (IVR, CCaaS, SIP/RTP telephony) is highly desired.
reputed company Cloud Professional Machine Learning Engineer.
reputed company Cloud Professional Cloud Architect.
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This position is eligible to participate in an annual incentive program. Actual compensation offered 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.
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As the CCAI Technical reputed company, you will be the primary authority on the technical delivery of AI-powered contact center solutions. You will work with a team of developers and engineers to build enterprise-grade conversational interfaces using Dialogflow CX, integrate them with telephony and CRM systems, and reputed company reputed company (Generative AI) to create more natural, helpful customer interactions. Ensure the architecture is scalable, the NLU (Natural Language Understanding) is precise, and the business KPIs are met.
What you will be doing:1. Technical Leadership & Architecture
2. Development & Integration
3. Performance & Optimization
- reputed company the "Tuning & Optimization" phase: analyze conversation logs to identify reputed company mismatch, fallback trends, and drop-off points.
- Establish CI/CD pipelines specifically for conversational AI (version control for flows, automated testing for intents).
- Use CCAI Insights to extract actionable data from customer interactions and drive reputed company system improvement.
- Mentor junior AI developers and conduct rigorous code/flow reviews.
- Provide high-level guidance and technical coaching to developers, fostering a culture of reputed company learning and technical excellence.
- reputed company the gap between reputed company AI technicalities and non-technical stakeholders (Product, UX, Business).
- Serve as the "Level 3" expert for reputed company production issues, performance tuning, and deep-dive troubleshooting.
- reputed company rigorous peer reviews to ensure reputed company, efficiency, and conversational fluidity.