CCAI Voice AI Solutions Developer

Role Summary

This position involves designing, developing, and demonstrating conversational AI prototypes for voice and chat customer interactions. The role requires a senior-level technical expert skilled in Google Cloud Platform, Dialogflow CX, and related AI tools, with the responsibility of creating end-to-end customer journey solutions, proofs-of-concept, and stakeholder presentations. The candidate will collaborate across teams to enhance customer experience through innovative AI-enabled communication solutions and ensure seamless deployment and knowledge transfer.

Responsibilities

• Design, build, and demonstrate AI prototypes for voice IVR and chat using Dialogflow CX, CCAI Platform, and Agent Assist, focusing on intents, flows, routing logic, and customer journey mapping.
• Research and develop new AI prototype ideas aimed at improving customer engagement and streamlining business operations.
• Create proofs-of-concept (POCs), deliver presentations to leadership and stakeholders, and conduct knowledge transfer sessions.
• Develop comprehensive documentation for architecture, setup procedures, configurations, runbooks, and known issues to facilitate smooth handover to development teams.
• Develop and maintain Google Cloud and CCAI tools, including Dialogflow CX, CCAI Agent Assist, Firestore, BigQuery, and Cloud Run, utilizing Python and Java for service development and integrations.
• Collaborate with cross-functional teams to understand Genesys Cloud platform integration requirements and coordinate end-to-end delivery.
• Build and deploy webhook services and back-end integrations using Python and Java, implementing API communication and service orchestration for production environments.
• Implement event-driven, serverless solutions on Google Cloud Platform using Cloud Run, Cloud Functions, and Pub/Sub messaging.
• Containerize microservices with Docker and incorporate Kubernetes concepts as needed for deployment orchestration.
• Build and maintain real-time audio streaming pipelines between Genesys AudioHook and Google Cloud Platform, enabling live transcription and AI-driven insights through speech-to-text technologies.
• Troubleshoot and improve system performance and reliability by analyzing telemetry data via Google Logs Explorer and Cloud Monitoring, targeting latency reduction and customer experience enhancement.

Qualifications

• Proven experience with designing and deploying conversational AI and voice automation solutions, particularly with Dialogflow CX and CCAI Platform.
• Strong proficiency in Google Cloud Platform services such as Cloud Run, Cloud Functions, Compute Engine, Pub/Sub, BigQuery, Firestore, and Terraform.
• Expertise in Python and Java for developing services and integrations, along with containerization using Docker.
• In-depth understanding of Genesys Cloud platform and experience with cross-team coordination for complex projects.
• Demonstrated ability to build webhook services and back-end integrations for virtual assistants using API and service-to-service communication patterns.
• Experience developing serverless and event-driven architectures within Google Cloud Platform.
• Knowledge of speech-to-text processing, audio streaming pipelines, and real-time transcription solutions.
• Excellent documentation skills, including architecture diagrams, setup guides, and runbooks.
• Availability to work in a hybrid environment with on-site presence as required.
• Relevant Google Cloud and Customer Engagement Suite certifications preferred, such as Google Professional Cloud Developer and Customer Engagement AI -- Technical Expert.

Compensation and Work Environment

• Publishing Pay Range: $70.00 - $75.00 hourly
• This position offers a hybrid work schedule, with time split between the office and remote work.