Technical Support Engineer - Google

Requirements

• 7+ years of experience as a Technical Lead in Customer Service Technology
• 3+ years of experience supporting Google CCAI Dialogflow
• Good knowledge of GCP CCAI service
• 1+ year experience with Agent Assist
• 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 cloud platforms (GCP required, AWS or Azure)
• Integrate APIs using NodeJS and Python
• Critical Thinking & Problem-Solving skills
• Strong Analytical skills
  

Responsibilities

• Responsible for administration and support of Google CCAI Dialogflow
• Performs Monthly Move, Adds and Changes
• Performs Google CCAI Natural Language Processing (NLP) tuning
• Coordinate and write technical papers, articles, standard operating procedures and best practices
• Collaborates with Technical Account Managers, Project Managers, and Sales when applicable.
• Support testing effort