CCAI Engineer

7 days ago

Chennai, India Epicenter Technology Pvt Ltd Full time

JD - COE Engineer: Google Contact Centre AI (CCAI)

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.

- Bachelor's 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 (CCAI+CCAIP) 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 FAQ's 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

(ref:hirist.tech)