CCAI Architect

Job Title : CCAI Architect

Location : Alpharetta, Georgia ( Hybrid)

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.
16 days ago