AI-Powered Contact Center Architect

23 hours ago

Alpharetta GA USA, United States Sophus IT Solutions Full time
Job Title: CCAI Architect

Location: Alpharetta, Georgia (Hybrid)

About the Role

We are seeking a highly skilled CCAI Architect to join our team at Sophus IT Solutions. As a key member of our team, you will be responsible for designing and implementing AI-powered contact center solutions using Google Cloud's Contact Center AI (CCAI), Dialogflow, and other related technologies.

Key Responsibilities
  1. Design and implement AI-powered contact center solutions leveraging Google Cloud's CCAI, Dialogflow, and other related technologies.
  2. Lead the deployment and integration of Google CCAI solutions with existing systems (CRM, telephony, chat, etc.) in customer environments.
  3. Design and implement integrations with third-party platforms, such as Genesys, Twilio, Cisco, Avaya, or Five9.
  4. Work closely with data scientists and machine learning engineers to optimize NLP models, dialog management, and virtual agents.
  5. Build and train virtual agents and chatbots using Google Dialogflow for handling various customer queries.
  6. Collaborate with product owners, stakeholders, and business analysts to map customer journeys and design contact center experiences that are streamlined and efficient.
  7. Provide technical leadership and consulting expertise to clients and internal teams regarding best practices for Google CCAI architecture.
  8. Lead or participate in testing efforts for implemented solutions to ensure they meet performance, scalability, and security requirements.
  9. Create training material for internal teams and customers. Provide detailed documentation for each implementation.
  10. Stay updated on the latest advancements in CCAI, AI technologies, and contact center trends, continuously improving solutions.
Required Skills
  1. Expertise in Google Cloud Technologies: Hands-on experience with Google Cloud Platform (GCP), including Dialogflow, BigQuery, Google Kubernetes Engine (GKE), and AI/ML services.
  2. Proficiency in NLP: Strong knowledge of natural language processing (NLP) and machine learning concepts, with experience building and training virtual agents.
  3. Integration Skills: Experience integrating CCAI solutions with popular telephony systems, CRM tools, and analytics platforms.
  4. Experience with Contact Centers: Deep understanding of contact center operations, including inbound/outbound voice services, chat, and email interactions.
  5. Coding Skills: Proficiency in Python, JavaScript, or other relevant programming languages for custom developments and integrations.
  6. Cloud Architectures: Familiarity with cloud architectures (preferably GCP) and experience in designing scalable, secure, and fault-tolerant solutions.
  7. AI and Automation: Proven track record in deploying AI-driven automation systems that enhance customer interactions and operational efficiency.
  8. Analytical Skills: Ability to analyze customer interaction data, identify trends, and optimize virtual agents' performance.
Preferred Qualifications
  1. Google Cloud Architect Certification or equivalent.
  2. 5+ years of experience working with AI-driven contact center solutions.
  3. Experience with other cloud contact center platforms like AWS Connect, Microsoft Azure Contact Center, etc.
  4. Familiarity with voice technology platforms like Google Speech-to-Text, Text-to-Speech.
  5. Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.

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