Job Description

This is a remote position.

ITTConnect is seeking a  Google Cloud Contact Center AI - Conversational & Agent Assist Developer to work for one of our clients.  This is a role with a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the Telecom business. 

Job location : Remote.

This person will be responsible for designing the conversation framework for virtual agents using Google’s CCAI solutions. The successful candidate will lead the development of conversation flows, intents, and entities, ensuring smooth integration with APIs and customer systems. We require a deep understanding of conversational design, including playbook development, generative fallback, and the use of new-gen AI tools.

Key Responsibilities :

• Label Agent Questions & Answers : Define and label questions and responses within the conversational architecture to ensure clarity and consistency.
• Labeling and Entity Construction : Design and build intents, entities, and annotations within the dialog flow tool to ensure accurate and responsive solutions.
• Labeling in Dialogflow : Use labels as Pages in Dialogflow’s conversation nodes to structure the interaction pathways effectively.
• Playbook Development : Create playbooks outlining key conversation paths, fail back strategies, and proactive engagement.
  
• Generative AL tools : Leverage Generative Fallback and AI-powered tools like Generators to enhance virtual agent adaptability and dynamic content creation.
• Dialogflow Integration : Oversee the development and integration of Dialogflow CX agents with enterprise systems, ensuring a seamless user experience.
• Cross-Functional Collaboration : Partner with stakeholders across technical and business teas to align conversation design with business objectives.
  

Requirements

• 10+ years of experience in Application Development and at least 2 - 3 years of experience in the Contact Center space
• Ability to design, develop, and maintain Interactive Voice Response (IVR) systems using Google's CCaaS .
• Good knowledge of Google Cloud Platform CCAI service, Dialog flow CX , and Agent Assist .
• Optimize IVR flows to improve customer satisfaction and reduce call handling time.
• Integrate IVR systems with other Contact Center components, such as CRM and telephony systems.
• Ensure IVR systems are compliant with accessibility standards and Google's guidelines.
• Experience driving conversational bots for various channels (web, voice, etc.) projects.
• Experience in user-centric conversation experiences involving chat, text, or voice.
• Experience in Telco domain and processes.
• Strong understanding of sentiment analysis, Intent classification, and dialog flows.
• Experience in CI/CD
• Should be able to follow Agile Scrum cadence and have Jira knowledge
• Strong communication and stakeholder management skills, with the ability to work effectively with senior leaders and external partners
  

Benefits

None.

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