Job Description

This is a remote position.

ITTConnect is seeking a  Google Cloud Contact Center AI Conversational Designer 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.

This person will be responsible for designing effective conversation framework for virtual agents using Google’s CCAI platform.  You will work closely with the client to understand their needs, design conversational flows, build integrations with Agent Assist, and ensure optimal performance and scalability. This role requires a strong understanding of conversational design principles, Google Cloud Platform (GCP) services, and development best practices. 

Key Responsibilities :

• Conversational Design & UX : Design conversational flows using Dialogflow CX, incorporating best practices for dialogue flow, branching logic, error handling, and persona development. Craft engaging and effective conversational copy.
• GCP & Agent Assist Integration : Integrate Dialogflow CX with Agent Assist to provide real-time guidance and knowledge access to contact center agents. 
  
• Development & Integration :
  
• Plan for custom integrations using APIs and scripting languages (e.g., Python, JavaScript, Node.js).
  
• Debug and troubleshoot issues in conversational flows and integrations.
  
• Analyze data from Dialogflow CX to identify areas for improvement and measure success.
• Collaboration & Communication : Collaborate with cross-functional teams (including designers, engineers, and client stakeholders) to deliver high-quality conversational AI solutions. Effectively communicate technical concepts to both technical and non-technical audiences.
  

Requirements

• 8+ years of experience in Application Development and at least 2 - 3 years of experience in the Contact Center space
• Minimum of 3 years of experience in conversational design, including dialogue flow design, UX writing, and user research.
• Proficiency in using dialogue flow design tools like Dialogflow CX, including fulfillment, integrations, webhooks, and analytics.
• 1+ year experience integrating Dialogflow CX with Agent Assist.
• Solid understanding of GCP fundamentals (Compute Engine, Cloud Storage, Cloud Functions, APIs).
• 1+ year experience with API integration (REST, gRPC) and Cloud Functions.
• Minimum of 2 years of experience in at least one scripting language (Python, JavaScript, Node.js), as well as Git, Jira, etc.
• Good knowledge of Google Cloud Platform CCAI service, Dialog flow CX , and Agent Assist .
• Experience in user-centric conversation experiences involving chat, text, or voice.
• Experience in Telco domain and processes.
• Experience in CI/CD
• Should be able to follow Agile Scrum cadence

Benefits

None.

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