COE Engineer Google Contact Centre AI (CCAI)

Job Description

Hiring for indias top 3 leading IT consulting firm.Basic Qualifications
• 3 to 5 years development and implementation of Conversational AI solutions on Google CCAI ( Dialog Flow/ Virtual Agent Agent Assist)
• CCAI services integration with CCAI platform across various channels like IVR, SMS and web.
• Bachelors degree in computer science, Analytics Skills on Data & AI
• Ability to quickly learn, multi-task and exhibit a high level of enthusiasm, commitment, initiative, collaboration, and creativity.
• Ability to understand and work with new emerging technologies, methodologies, and solutions around Google CCaaS (CCAICCAIP) customer engagement suite
• Good Understanding and Hands-on experience of Configuration on CCAI Console for Dialog Flow, Agent Assist & Insights
• Having experience of Design & development of chat and voice bots across multiple industries including Healthcare, Banking, Telecom Etc, to drive tangible outcomes such as increased call deflection to Virtual Agent and optimizing # of Manual Agents to Reduce Agent Operations cost
• Build Virtual Agent using Vertex AI Agent Builder
• Virtual Agent Call routing using Indent based search or Call Context Vector based search using Vertex AI & Integrated with CRM or Other Apps DB to answer customer queries
• Data Insights : Basic Understanding on CCAI Insights : how to use Bid Query & Looker Dashboards for standard & customs reports
Roles & Responsibilities
• Serve as a trusted Conversational AI consultant, collaborating closely with Sales, Presales & Customer to understand their needs and objectives, and delivering tailored solutions that align with business goals and objectives
• Ability to understand customer back office process workflow for Agent Operations to Identify use cases that can result in reduction of Agent Call Handling Time (AHT) , by automating FAQs asked by customer to check for Indent / Context based search
• Understand Call Centre Backend Apps ( CRM etc) Integration approach with CCAI to automate customer query & Agent Assist

Keyskills :
ccaiconversational ai