Google Cloud Contact Center Architect

ITTConnect is seeking a Google Google Cloud Contact Center Architectto work for one of our clientsThis 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 locationRemote, anywhere in the US, but working on Eastern time zone.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 ResponsibilitiesCreate and/or enhance system architecture, presenting and defending your point of view to a variety of audiences using visualization techniquesCollaborate and build trusted relationships with multi-functional teamsPresent a "hands-on" builder experience; able to learn through building and reduce solution ambiguity through targeted prototype development and testingDemonstrate high technical knowledge as a Solution Architect and/or Technical Lead in Customer Service / Call Center TechnologyPartner with stakeholders across technical and business teas to align conversation design with business objectives.Requirements:10+ years of experience in Application architecture and at least 3-5 years of experience in the Contact Center spaceMust have good working experience CCaaS platform integration with Virtual agent, CCAI technologies, Dialog flow CX function within Contact Centers, Agent Desktop and Agent AssistExperience designing and implementing conversational bots for various channels (web, voice, WhatsApp, Facebook Messenger, SMS, etc.)Experience in designing/developing user-centric conversation experiences involving chat, text and voiceStrong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech, Speech to TextExperience in architecting and building AI powered chatbot applications using platforms such as Dialogflow, Microsoft LUIS, IBM Watson, Amazon Lex, RASASound knowledge of GCP cloud platform Experience in CCAI Transformation projectsIntegrate APIs using Node.JS and PythonExperience in Telco domain and processes.Experience in CI/CDShould be able to follow Agile Scrum cadence and have Jira knowledgeStrong communication and stakeholder management skills, with the ability to work effectively with senior leaders and external partners

Created: 2025-01-24