Apptad – COE Engineer: Google Contact Centre AI (CCAI) – Apptad

Title of the Job: Apptad – COE Engineer: Google Contact Centre AI (CCAI)

Location: Florida

Job Description: Job Title: Apptad – COE Engineer: Google Contact Centre AI (CCAI)
Job Location: Florida (Initial one week in office later Remote)
Job Duration: Long-TermJob DescriptionBasic Qualifications3 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 & AIAbility 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 suiteGood Understanding and Hands-on experience of Configuration on CCAI Console for Dialog Flow, Agent Assist & InsightsHaving 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 costBuild Virtual Agent using Vertex AI Agent BuilderVirtual 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 queriesData Insights : Basic Understanding on CCAI Insights : how to use Bid Query & Looker Dashboards for standard & customs reportsRoles & ResponsibilitiesServe 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 objectivesAbility 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 searchUnderstand Call Centre Backend Apps ( CRM etc) Integration approach with CCAI to automate customer query & Agent AssistHigh Level Knowledge on Google CCaaS & other Cloud based Call Centre technologies such as Genesys, AWS connect & others

Company Name: Apptad

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