Contact Centre Engineer with Google Dialogflow - Irving, TX / Bridgewater NJ - ONSITE

Contact Centre Engineer with Google Dialogflow - Irving, TX / Bridgewater NJ - ONSITE

Location - Irving TX / Bridgewater NJ

Long term contract

8 yrs experience

We are seeking a highly skilled Contact Center Engineer with experience in Google Dialogflow to join our team. In this role, you will be responsible for developing and maintaining conversational solutions for customer service applications, including chatbots and virtual assistants, to enhance the customer experience. You will work with cloud-based contact center platforms and integrate them with Google Dialogflow to automate workflows and improve the efficiency of customer support.

• Design, develop, and implement Google Dialogflow-based solutions for contact centers to automate customer interactions, including chatbots, voice bots, and virtual assistants.
• Integrate Dialogflow with cloud-based contact center platforms such as Genesys, Amazon Connect, or Cisco to enable seamless customer interactions across multiple channels (voice, chat, email, etc.).
• Build and maintain integration with CRM systems, APIs, and other third-party tools used by the contact center.
• Configure Dialogflow agents (intents, entities, contexts) and write fulfillment logic to handle complex customer inquiries and requests.
• Collaborate with cross-functional teams (IT, customer service, product, etc.) to define requirements, design conversational workflows, and implement the solution.
• Implement Natural Language Processing (NLP) techniques to ensure the chatbot/voice bot understands and processes customer queries effectively.
• Create, test, and deploy conversational workflows and solutions, ensuring optimal performance and customer experience.
• Monitor bot performance, analyze logs, and provide ongoing optimization to improve customer interactions and reduce agent workload.
• Ensure adherence to industry standards and best practices for contact center operations, focusing on delivering high-quality customer service.
• Maintain documentation for the configuration, integration, and maintenance of Dialogflow agents and contact center solutions.

• Proven experience in designing and implementing Google Dialogflow solutions for contact centers.
• Strong knowledge of contact center platforms (e.g., Genesys, Amazon Connect, Cisco, Avaya, etc.) and integration with Google Dialogflow.
• Experience with Natural Language Processing (NLP) and understanding of conversational AI.
• Proficiency in Node.js, JavaScript, Python, or Java for writing backend logic and fulfillment services.
• Familiarity with cloud services like Google Cloud Platform (GCP), Google Cloud Functions, Firebase, and other serverless technologies.
• Experience integrating Dialogflow with CRM systems, APIs, and third-party services.
• Understanding of speech recognition and text-to-speech (TTS) technologies for voice bots.
• Strong problem-solving skills, with the ability to troubleshoot and resolve issues in a complex, multi-platform environment.
• Familiarity with contact center metrics and KPIs (e.g., first call resolution, average handling time, customer satisfaction).
• Excellent communication skills to collaborate with internal stakeholders and clients.

• Experience with contact center automation, IVR (Interactive Voice Response), and Omnichannel support (voice, chat, email, etc.).
• Knowledge of Dialogflow CX (advanced version of Dialogflow) for handling complex conversational workflows.
• Previous experience with Voice AI and integrating with telephony systems (e.g., SIP, WebRTC).
• Experience with AI-powered analytics to improve bot performance and customer experience.

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent work experience).
• 3 years of experience working with Google Dialogflow in the context of contact centers.
• 2 years of experience with contact center platforms and integration with cloud-based solutions.
• Certification in Google Cloud or Dialogflow is a plus.