Google Cloud Contact Center Architect

Key Responsibilities:

Able to effectively present and defend point of view to a variety of audiences using visualization

Need to collaborate and building trusted relationships with multi-functional teams

Hands on builder experience, able to learn through building and reduce solution ambiguity through targeted prototype development and testing

Required Skills:

• 7 years of Experience as a Solution Architect and/or Technical Lead in Customer Service Technology

• Good knowledge of Google Cloud Platform CCAI service

• Must have good working experience CCaas platform integration with Virtual agent, CCAI technologies, Dialog flow CX function within Contact Centers
• 2 year Experience in Dialogflow CX
• 2 year experience in 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 the understanding, 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 cloud platforms(Google Cloud Platform, AWS or Azure)
• Experience in CCAI Transformation projects
• Experience in of Google Vertex AI - Gen AI features.
• Integrate APIs using NodeJS and Python
• Critical Thinking & Problem-Solving skills
• Strong Analytical skills

• Experience with CCaas platform/CCAI technologies- Dialogflow, Insights, and Agent Desktop and Agent Assist, would be beneficial.