COE Engineer - Google Contact Centre AI (10-14 yrs)

Role : COE Engineer: Google Contact Centre AI (CCAI)

Experience : 10-15 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.

- Bachelor's 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 FAQ's 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