TTEC Digital
1 day ago
TTEC-Digital is looking for a Google CCAI Dialogflow Support Engineer.
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.
Key Responsibilities :
- Administer, support, and maintain Google CCAI Dialogflow environments.
- Execute Monthly Moves, Adds, and Changes (MAC) related to Google CCAI implementations.
- Tune and optimize Google CCAI Natural Language Processing (NLP) models for enhanced
intent classification and dialog flow accuracy.
- Develop and maintain technical documentation, including standard operating procedures
(SOPs), best practices, and technical papers.
- Collaborate closely with Technical Account Managers, Project Managers, Sales teams, and
other stakeholders to align technical solutions with business needs.
- Support and lead testing efforts, ensuring high-quality conversational bot performance across channels.
- Analyze and troubleshoot conversational AI issues, applying critical thinking and problem-solving skills to deliver timely resolutions.
- Integrate APIs and enhance conversational bots using NodeJS and Python.
- Provide expert support for Agent Assist features and other advanced CCAI capabilities.
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