About the Role:
We are looking for an experienced and innovative Google CCAI Developer with 7 years of hands-on experience in building intelligent virtual agents and real-time AI solutions. You will play a key role in developing and enhancing customer experience using Google Cloud's Contact Center AI (CCAI) technologies, including Dialogflow, Generative AI, Agent Assist, Insights, and UJET integration.
Key Responsibilities:
- Design, develop, and deploy virtual agents using Dialogflow CX/ES for voice and chat-based customer service.
- Leverage Generative AI capabilities (Playbooks, Generators, and Data Stores) to build advanced conversational flows and personalized responses.
- Integrate with the Google CCAI Platform and third-party systems like UJET to deliver scalable, production-grade contact center solutions.
- Implement Agent Assist functionalities, including real-time transcription, intent detection, article suggestions, and automatic summarization to support live agents.
- Utilize CCAI Insights to analyze agent-customer interactions, extract actionable trends, and drive continuous improvements.
- Work closely with cross-functional teams (data engineers, cloud architects, QA) to ensure seamless deployment and ongoing maintenance.
- Troubleshoot production issues and optimize agent flows for performance and accuracy.
- Stay up to date with Google Cloud's AI roadmap and contribute to AI/ML best practices within the team.
Required Qualifications:
- Bachelor's or Master's degree in Computer Science, AI/ML, or a related field.
- 6+ years of professional experience in conversational AI development, with 2–3+ years in Google CCAI ecosystem.
- Strong experience with Dialogflow CX and ES, including intent/entity design, context handling, webhook integration, and fulfillment.
- Practical experience with Generative AI in Google Cloud (Playbooks, Generators, Data Stores).
- Hands-on experience with UJET or similar platforms integrated with CCAI.
- Expertise in Agent Assist APIs, real-time transcription, and summarization models.
- Proficiency in programming languages like Python, Node.js, or JavaScript.
- Familiarity with GCP services (e.g., Cloud Functions, Pub/Sub, Cloud Run, BigQuery) and cloud-based CI/CD practices.
Preferred Qualifications:
- Google Cloud certification (e.g., Professional Cloud Developer, CCAI Engineer).
- Knowledge of contact center operations and KPIs.
- Experience with conversational analytics and optimization.
- Exposure to data privacy, security, and compliance requirements in regulated environments.
Soft Skills:
- Strong communication and stakeholder management skills.
- Ability to work in a fast-paced, agile environment.
- Analytical thinker with a passion for improving customer experience through AI.
