CCaaS Delivery Lead - Conversational AI

Overview

Hybrid
$60 - $70
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)
10% Travel

Skills

Machine Learning (ML)

Job Details

Job Title: Delivery Lead - Conversational AI + CCaaS

Experience: 12+ years

Location: Dallas, TX Remote

Key Responsibilities:

Lead the successful delivery of Conversational AI projects leveraging Google CES.

Act as the technical and delivery SME for Google CES components across delivery phases , post sales.

Work directly with client stakeholders to mangle business expectations into technical deliverables.

Architect, design, and oversee integration of Google CES services with:

o CCaaS Platforms via SIP, WebRTC, REST, gRPC.

o CRM Systems via RESTful APIs, OAuth, Webhooks.

Own the technical blueprint of:

o Dialogflow CX Conversational design, intents, entities, flows.

o Agent Assist Live agent augmentation using real-time suggestions.

o Contact Center Insights Call transcript analytics and sentiment mining.

o BigQuery Unified data layer for reporting, analytics, and ML model training.

o Cloud Storage Handling audio transcripts, training data, and backups.

Drive deployment strategy including CI/CD pipelines, security posture, and compliance (HIPAA, GDPR).

Lead cross-functional teams, manage timelines, and ensure KPIs are met.

Deliver technical documentation and conduct enablement sessions for clients and internal teams.

Required Skills & Experience:

8 12 years of experience in IT delivery, with at least 3+ years in Conversational AI.

Proven expertise in deploying Google Cloud CES stack in real-world CCaaS environments.

Strong understanding of protocol-level interactions:

o SIP/WebRTC for telephony integration.

o gRPC/REST for service calls.

o Pub/Sub/Webhooks for event-driven communication.

Experience integrating with CCaaS platforms like Genesys Cloud, NICE CXone, Five9, or Amazon Connect.

Integration experience with CRM systems (Salesforce, ServiceNow, Dynamics).

Familiarity with Google Cloud Platform services like IAM, Cloud Functions, VPC, Cloud Run, etc.

Excellent client-facing skills with the ability to translate technical complexity into business outcomes.

PMP/Scrum certification or equivalent is a plus.

Preferred Certifications:

Google Cloud Professional Collaboration Engineer or Cloud Architect.

Dialogflow CX Certification.

ITIL or CCaaS Vendor Certifications (Genesys, NICE, etc.).

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About Jubilant Consulting