COE Engineer: Google Contact Centre AI (CCAI)

JD COE Engineer: Google Contact Centre AI (CCAI)

Experience : 3-5 Years

Location : Hyderabad, Bangalore, Chennai, Noida, Pune

Basic Qualifications

• 3 to 5+ years development and implementation of Conversational AI solutions on Google
• CCAI ( Dialog Flow/ Virtual Agent + Agent Assist)
• CCAI services integration with CCAI platform across various channels like IVR, SMS
• and web.
• Bachelors degree in computer science, Analytics Skills on Data & AI
• Ability to quickly learn, multi-task and exhibit a high level of enthusiasm, commitment,
• initiative, collaboration, and creativity.
• Ability to understand and work with new emerging technologies, methodologies, and
• solutions around Google CCaaS (CCAI+CCAIP) customer engagement suite
• Good Understanding and Hands-on experience of Configuration on CCAI Console for
• Dialog Flow, Agent Assist & Insights
• Having experience of Design & development of chat and voice bots across multiple
• industries including Healthcare, Banking, Telecom Etc, to drive tangible outcomes such
• as increased call deflection to Virtual Agent and optimizing # of Manual Agents to
• Reduce Agent Operations cost
• Build Virtual Agent using Vertex AI Agent Builder
• Virtual Agent Call routing using Indent based search or Call Context Vector based
• search using Vertex AI & Integrated with CRM or Other Apps DB to answer customer
• queries
• Data Insights : Basic Understanding on CCAI Insights : how to use Bid Query & Looker
• Dashboards for standard & customs reports
• Roles & Responsibilities
• Serve as a trusted Conversational AI consultant, collaborating closely with Sales,
• Presales & Customer to understand their needs and objectives, and delivering tailored
• solutions that align with business goals and objectives
• Ability to understand customer back office process workflow for Agent Operations to
• Identify use cases that can result in reduction of Agent Call Handling Time (AHT) , by
• automating FAQs asked by customer to check for Indent / Context based search
• Understand Call Centre Backend Apps ( CRM etc) Integration approach with CCAI to
• automate customer query & Agent Assist
• Skills: amp,ccai,dialog programs,google,sms,virtual agent,coe,ivr,google ccai,vertex,data insights,conversational ai,dialog flow,crm integration,vertex ai,agent assist