11 TTEC Digital Jobs

Company : TTEC Digital - Google AI Delivery Practice

Location : Hyderabad, Telangana, IndiaJob

Title : Google CCAI Architect

Job Summary :

TTEC Digital is seeking a highly skilled and experienced Google CCAI Architect to join our rapidly expanding Google AI Practice. The ideal candidate will be a technical leader responsible for the end-to-end design, development, and implementation of cutting-edge AI self-service and Virtual Agent solutions for large-scale, multi-location contact centers.

This role demands deep hands-on expertise with the Google Cloud CCAI and Vertex AI stack, strong solution architecture capabilities, and exceptional communication skills to effectively collaborate with clients and internal teams, ensuring successful project delivery.

Key Responsibilities :

Solution Architecture and Design :

- Lead the technical design and architecture of complex AI self-service applications and Virtual Agent solutions, leveraging Google CCAI (Dialogflow CX/ES) and Vertex AI.

- Develop comprehensive solution architectures that align with client business requirements, technical constraints, and best practices.

- Design conversational flows, dialog management strategies, and natural language understanding (NLU) models to optimize user experience and self-service containment.

- Define integration strategies for connecting CCAI solutions with backend systems, CRM platforms, and other enterprise applications.

- Evaluate and select appropriate Google Cloud services and technologies to meet project needs, considering scalability, performance, security, and cost-effectiveness.

Create detailed technical documentation, including solution architecture diagrams, design specifications, and implementation plans.

Client Engagement and Requirements Gathering :

- Serve as the primary technical point of contact for clients, engaging in detailed discussions to understand their business objectives, contact center operations, and specific requirements for AI-powered solutions.

- Conduct workshops and discovery sessions to gather functional and non-functional requirements, translating them into clear and concise technical specifications.

- Provide expert guidance and recommendations to clients on best practices for implementing Google CCAI solutions, including conversational design, NLU optimization, and integration strategies.

- Manage client expectations and ensure alignment between project goals, technical design, and business outcomes.

Project Leadership and Delivery :

- Act as the technical lead for Google CCAI delivery projects, overseeing the end-to-end implementation lifecycle from design to deployment.

- Manage project timelines, resources, and technical risks, ensuring on-time and within-budget delivery.

- Coordinate and collaborate with cross-functional teams, including developers, conversational designers, testers, and project managers, to ensure seamless execution.

- Provide technical leadership and mentorship to junior developers and engineers, fostering a culture of technical excellence and knowledge sharing.

- Monitor project progress, identify and resolve technical roadblocks, and escalate issues to stakeholders as needed.

Development and Integration :

- Provide hands-on technical expertise in the development and implementation of Google CCAI solutions.

- Configure and customize Dialogflow CX/ES agents, including intents, entities, contexts, and fulfillment logic.

- Develop server-side logic and integrations using programming languages such as Java, JavaScript (Node.js), Python, .NET, or C# to connect CCAI agents to backend systems, databases, and APIs.

- Implement secure authentication and authorization mechanisms for accessing backend resources.

- Design and develop custom components and integrations to extend the functionality of Google CCAI.

- Utilize Vertex AI for advanced AI capabilities, such as custom model training, deployment, and integration with conversational flows.

Testing and Quality Assurance :

- Develop and execute comprehensive unit, system, and functional testing plans to ensure the quality, reliability, and performance of developed solutions.

- Conduct thorough testing of conversational flows, NLU models, and integrations to identify and resolve defects.

- Perform performance testing and optimization to ensure the scalability and responsiveness of CCAI solutions.

- Implement automated testing strategies to improve efficiency and reduce manual testing efforts.

- Ensure adherence to coding standards, best practices, and quality assurance processes.

Required Skills & Experience :

- Overall Architecture Experience : 8+ years of experience in enterprise-level solution architecture.

- Dialogflow Experience : 4+ years of hands-on experience with Google Dialogflow ES/CX, including agent design, NLU development, and fulfillment.

- Google Cloud CCAI and Vertex AI Experience : 2+ years of hands-on experience with Google Cloud CCAI and Vertex AI, including designing and implementing solutions using these services.

- Cloud Architecture Knowledge : Strong understanding of cloud services architecture, particularly within Google Cloud Platform (GCP), including compute, storage, networking, and security.

- Apigee Experience : Experience with Apigee or similar API management platforms for designing, securing, and managing APIs.

- Vertex AI Proficiency : Solid understanding of Vertex AI for custom model training, deployment, and integration.

- Contact Center Implementation Experience : Experience in managing multi-site contact center implementations, including understanding of contact center operations, routing strategies, and reporting requirements.

- Programming Skills : Proficiency in Java, JavaScript (Node.js), Python, .NET, C#, SQL, and other relevant programming languages for developing integrations and custom logic.

Communication and Leadership Skills :

Excellent verbal and written communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences. Strong leadership skills, with the ability to lead technical teams, mentor junior developers, and manage client relationships.

Education : Master's degree required.

Nice to Have :

- Team Management Experience : Experience managing staff and teams, including performance management, resource allocation, and team development.

- CCaaS Architecture Experience : 1-2 years of architecture experience with Cisco CVP/Webex CCE/CC/UJet CCaaS or other leading CCaaS platforms.

- IVR Platform Familiarity : Familiarity with VXML-based IVR platforms such as Cisco CVP, Google Voice Platform (GVP), Amazon Connect, and Five9.