What are the responsibilities and job description for the Google Cloud Contact Center Architect position at ITTConnect?
ITTConnect is seeking a Google Google Cloud Contact Center 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, anywhere in the US, but working on Eastern time zone.
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 and 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
