Job description

This is a remote position.

ITTConnect is seeking a Google Cloud Contact Center (CCAI) Architect to work for one of our clients. This 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 location: Remote.

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 Responsibilities:

Create and/or enhance system architecture, presenting and defending your point of view to a variety of audiences using visualization techniques
Collaborate and build trusted relationships with multi-functional teams
Present a "hands-on" builder experience; able to learn through building and reduce solution ambiguity through targeted prototype development and testing
Demonstrate high technical knowledge as a Solution Architect and/or Technical Lead in Customer Service / Call Center Technology

Partner 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 space
Must have good working experience CCaaS platform integration with Virtual agent, CCAI technologies, Dialog flow CX function within Contact Centers, Agent Desktop and Agent Assist
Experience 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 or voice
Strong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech, Speech to Text
Experience in architecting and building AI powered chatbot applications using platforms such as Dialogflow, Microsoft LUIS, IBM Watson, Amazon Lex, RASA
Sound knowledge of GCP cloud platform
Experience in CCAI Transformation projects
Integrate APIs using Node.JS and Python
Experience in Telco domain and processes.
Experience in CI/CD
Should be able to follow Agile Scrum cadence and have Jira knowledge
Strong communication and stakeholder management skills, with the ability to work effectively with senior leaders and external partners