Google CCAI Developer - Dialogflow

Key Responsibilities

• Design, develop, and deploy virtual agents using Dialogflow CX/ES for voice and chat-based customer service.
• Leverage Generative AI capabilities (Playbooks, Generators, and Data Stores) to build advanced conversational flows and personalized responses.
• Integrate with the Google CCAI Platform and third-party systems like UJET to deliver scalable, production-grade contact center solutions.
• Implement Agent Assist functionalities, including real-time transcription, intent detection, article suggestions, and automatic summarization to support live agents.
• Utilize CCAI Insights to analyze agent-customer interactions, extract actionable trends, and drive continuous improvements.
• Work closely with cross-functional teams (data engineers, cloud architects, QA) to ensure seamless deployment and ongoing maintenance.
• Troubleshoot production issues and optimize agent flows for performance and accuracy.
• Stay up to date with Google Clouds AI roadmap and contribute to AI/ML best practices within the team.
  

Candidate Requirements & Qualifications

• 5-6 years of professional experience in developing and deploying conversational AI solutions.
• Proven hands-on experience with the Google CCAI platform, including both Dialogflow CX and Dialogflow ES.
• Strong understanding and practical experience in leveraging Generative AI features within Google CCAI (Playbooks, Generators, Data Stores).
• Experience integrating Dialogflow with contact center platforms (experience with UJET is a plus).
• Hands-on experience implementing Agent Assist functionalities within Google CCAI.
• Familiarity with CCAI Insights for analyzing conversational data and driving improvements.
• Solid understanding of API integration and web services.
• Experience working with cloud-based technologies and platforms (Google Cloud Platform experience is highly preferred).
• Strong problem-solving and analytical skills.
• Excellent communication and collaboration skills, with the ability to work effectively in a remote, distributed team environment.
• Fluency in English (both written and verbal).
  

Preferred Qualifications

• Google Cloud certifications related to AI/ML or Cloud Development.
• Experience with other conversational AI platforms.
• Knowledge of scripting languages such as Python.
• Experience with data analysis and visualization tools