CCAI Engineer

Duties/Day to Day Overview Responsible for administration and support of Google CCAI Platforms
Performs monthly Move, Adds and Changes
Monitor critical systems on daily basis
Performs Google CCAI Natural Language Processing (NLP) tuning with the team
Collaborates with Technical Account Managers, Project Managers & Engineering manager on daily basis and resolve Production issues as quick as possible
Support testing effort

Top Requirements

(Must haves) 5+ years of experience in Customer Service Technology
1+ years of experience supporting Google CCAI
Good knowledge of GCP CCAI service
1+ year experience in Agent Assist, Call Routing, Chat integrations etc
Experience supporting conversational bots for various channels (web, voice, WhatsApp, Facebook Messenger, SMS, etc.)
Experience in supporting user centric conversation experiences involving chat, text, or voice strong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech, Speech to Text
Sound knowledge of GCP cloud platform

Job Description:

The CCAI Engineer will be responsible for the administration, support, and optimization of Google CCAI platforms. This role involves managing system configurations, monitoring performance, and collaborating with cross-functional teams to ensure seamless customer service technology operations.

Key Responsibilities:

Administer and support Google CCAI platforms, ensuring system stability and performance
Perform routine Move, Add, and Change (MAC) operations
Continuously monitor critical systems to detect and resolve issues proactively
Optimize Google CCAI Natural Language Processing (NLP) by tuning and refining models
Work closely with Technical Account Managers, Project Managers, and Engineering teams to troubleshoot and resolve production issues efficiently
Support testing efforts for new features, configurations, and updates

Required Skills & Experience:

5+ years of experience in customer service technology solutions
1+ years of hands-on experience supporting Google CCAI
Strong understanding of Google Cloud Platform (GCP) CCAI services
Experience with Agent Assist, Call Routing, Chat integrations, and customer service automation
Proven expertise in supporting conversational bots across multiple channels (web, voice, WhatsApp, Facebook Messenger, SMS, etc.)
Experience in supporting user centric conversation experiences involving chat, text, or voice strong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech (TTS), Speech to Text (STT)
Sound knowledge of GCP cloud platform