CCAI (Cloud's Contact Center AI) Architect

14 hours ago

Alpharetta, United States Sensiple Inc. Full time

Sensiple Inc is a New Jersey corporation with over two decades of expertise in technology-driven solutions specialising in Customer Experience, Contact Center Solutions, Digital Transformation, Cloud Computing & Independent Testing.

With an expert team that has enriched experience in executing & developing sustainable IT strategies in Healthcare, Technology, Retail, Logistics, Education, Telecommunications, Government and Media, we help our diverse customers to envision the future.

By developing highly scalable and consistent solutions, our primary goal is to deliver excellence at all levels and delight our customers and drive them to a better future.

One of our client is looking for a CCAI (Cloud's Contact Center AI) Architect, for the location Alpharetta, GA 30005 -ONSITE.

Please find below the details of the position.

Job Description

Position Title: CCAI (Cloud's Contact Center AI) Architect

Location: Alpharetta, GA 30005 -ONSITE.

Length: Long Term Contract

Mandatory Skills

  • Google Cloud Platform
  • NLP
  • CCAI and Python

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 (Google Cloud Platform), 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 Google Cloud Platform) 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.

If you find yourself suitable for this position, kindly send your updated resume and expected hourly rate to

Regards

Sharumathi | Sensiple Inc.,

bsharumathi at sensiple dot com

555 US Highway 1 S, Ste 330 Iselin, NJ 08830

Sensiple, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to gender, race, colour, religion, sex, national origin, veteran or disability status.

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