CCAI Architect

3 days ago

Alpharetta, United States Macrosoft Full time

Role: CCAI Architect

Duration: 12+ months

Location: Alpharetta, GA

Job Description:

  • 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.

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