Google Cloud CCAI Solutions Architect

2 days ago

Atlanta, Georgia, United States Marshall Technologies Full time
Job Description

Job Title: Cloud Contact Center AI Solutions Architect
Location: Alpharetta, GA (Onsite, 3 days per week)
Job Type: Contract

Job Overview:

We are seeking an experienced Cloud Contact Center AI Solutions Architect with strong expertise in Google Cloud Platform (GCP), Cloud Contact Center AI (CCAI), Natural Language Processing (NLP), and Python. The ideal candidate will design, implement, and optimize AI-powered contact center solutions using GCP and related technologies. You will lead the deployment and integration of virtual agents, enhancing customer interaction experiences and driving efficiency for our clients.

Key Responsibilities:
  • Solution Design: Architect AI-powered contact center solutions leveraging GCP, CCAI, and other GCP technologies.
  • Implementation: Lead the deployment and integration of GCP solutions with existing systems such as CRM, telephony, and chat platforms.
  • Integration: Design and implement integrations with third-party platforms like 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 GCP to handle customer queries.
  • Customer Experience Strategy: Collaborate with stakeholders to map customer journeys and design efficient contact center experiences.
  • Consultation: Provide technical leadership and consulting expertise on GCP architecture best practices.
  • Quality Assurance: Lead testing efforts to ensure solutions meet performance, scalability, and security requirements.
  • Training and Documentation: Create training materials for internal teams and customers and provide detailed implementation documentation.
  • Continuous Improvement: Stay updated on the latest advancements in CCAI, AI technologies, and contact center trends to continuously enhance solutions.
Required Skills:
  • Google Cloud Platform (GCP): Extensive hands-on experience with GCP, CCAI, GKE, BigQuery, and other Google Cloud services.
  • NLP and AI: Strong knowledge of Natural Language Processing (NLP) and experience building and optimizing virtual agents.
  • Integration Experience: Proven ability to integrate CCAI solutions with CRM systems, telephony platforms, and analytics tools.
  • Contact Center Expertise: Deep understanding of contact center operations, including voice, chat, and email interactions.
  • Coding Skills: Proficiency in Python, JavaScript, or other programming languages for custom development and integration.
  • Cloud Architectures: Experience in designing scalable, secure, and fault-tolerant cloud architectures on GCP.
  • AI and Automation: Demonstrated success in deploying AI-driven automation to improve customer experiences and operational efficiency.
  • Analytical Skills: Ability to analyze customer interaction data and optimize virtual agents' performance.
Preferred Qualifications:
  • Google Cloud Architect Certification or equivalent.
  • 5+ years of experience working with AI-driven contact center solutions.
  • Familiarity with other cloud contact center platforms such as AWS Connect or Microsoft Azure Contact Center.
  • Experience with Google Speech-to-Text, Text-to-Speech, and voice technologies.
  • Excellent communication skills to explain technical concepts to non-technical stakeholders.
Onsite Requirement:
  • This role requires working onsite 3 days a week in Alpharetta, GA.

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