AI Chatbot Developer

Responsibilities

• Solution Development:
• Build and implement CCAI conversational AI flows, Looker BI dashboards, and CCaaS workflows.
• Contribute to integration strategies for telephony, IVR, CRM adapters, and BYOC connectivity.
• Build & Deploy:
• Participate in end‑to‑end build processes for CCAI and CCaaS environments.
• Configure systems for high availability and optimize performance for large‑scale operations.
• Develop and maintain knowledge bases, enabling features like Agent Assist, call summarization, and AI‑driven automation.
• Operational Support:
• Provide proactive monitoring and L2/L3 support for CCAI, Looker, and CCaaS systems.
• Manage MACD requests, troubleshoot incidents, and coordinate with carriers/vendors for resolution.
• Maintain ITSM integration for automated ticketing and reporting.
• Collaboration & Governance:
• Work closely with global network teams on QoS, routing, and firewall configurations.
• Follow ITIL and managed services best practices.
• Act as a subject matter expert for stakeholders and contribute to continuous improvement initiatives.
• 5–7+ years of application development experience.
• 3+ years working with Google Dialogflow ES/CX, Conversational Agents, Agentic Agents, or Autonomous Agents
• 1+ year of hands‑on experience with Google Cloud CCAI or other AI platforms (Amazon Lex, Kore.ai, Uniphore, IBM Watson).
• Google Cloud certification or badge completion required.
• Familiarity with Cloud Services Architecture, Apigee, Vertex AI
• Ability to support multiple projects simultaneously.
• Experience with multi‑site contact center implementations.
• Skilled in Speech‑to‑Text and Text‑to‑Speech services (Nuance, Google, Amazon).
• Proficient in Python, Node.js, Java, JavaScript, .NET, C#
• Experience in Looker dashboard design, contact center workflows, and CRM integration.
• Knowledge of telephony protocols (SIP), cloud contact center platforms, and BYOC integrations.
• Availability to work US daytime hours.
• Certifications we would like to see:
• Google Cloud Professional certifications (Cloud Architect, Data Engineer).
• CCAS vendor certifications (Genesys, Five9, NICE).
• Familiarity with AI‑driven automation, compliance frameworks, and ITIL processes.