Integration Engineer CCAI

HMG America LLC is the best Business Solutions focused Information Technology Company with IT consulting and services, software and web development, staff augmentation and other professional services. One of our direct clients is looking for Integration Engineer CCAI in Nashville -TN. Below is the detailed job description.

Title: Integration Engineer CCAI

Location: Nashville -TN

Duration: 6+ Months

Primary Skills: CCaaS Platform Expertise, API Development and Management, Programming and Scripting Languages ,AI and Virtual Agent Deployment

Job Description:

Job Summary
We are seeking a highly skilled Senior Integration Engineer to design, develop, and implement seamless integrations between our Contact Center as a Service (CCaaS) platforms and critical backend enterprise systems. This role is pivotal in leveraging Google CCAI and CES capabilities to modernize our customer experience while ensuring reliable data flow and workflow automation across platforms like , Cisco, and Avaya, as well as our CRM and ERP applications.
Key Responsibilities

• Design and Architecture: Architect and design scalable, secure, and robust integration solutions connecting Google CCAI/CES with diverse CCaaS platforms (Genesys, Cisco, Avaya) and backend systems (CRM, ERP).
• Development and Implementation: Develop and implement APIs, custom middleware, and data pipelines using modern programming languages (Python, Java, Node.js) to ensure seamless information exchange.
• Google CCAI & AI Implementation: Design, develop, and deploy virtual agents using Google Dialogflow (CX/ES), implement Agent Assist features, and integrate AI solutions for functions like intelligent routing and sentiment analysis.
• Platform Integration: Configure and optimize CTI (Computer Telephony Integration), ACD (Automatic Call Distribution), and IVR (Interactive Voice Response) systems, ensuring efficient call flow and agent management across platforms.
• Troubleshooting and Optimization: Monitor, troubleshoot, and resolve complex integration issues related to system communication, data integrity, and performance, ensuring high availability and reliability.
• Collaboration and Documentation: Collaborate with cross-functional teams, including architects, business stakeholders, and vendors, to gather requirements, define technical specifications, and maintain detailed documentation for all integration processes and configurations.
• Best Practices & Mentorship: Define and enforce integration best practices, standards, and governance policies, while providing technical leadership and mentorship to junior engineers.

• Experience: 8+ years of experience in software engineering or telecom integration roles, with a focus on CCaaS solutions.
• Technical Proficiency:
  • Strong knowledge of Google Cloud Platform (Google Cloud Platform) services, specifically CCAI, Dialogflow CX/ES, Cloud Functions, and Pub/Sub.
  • Hands-on experience with other CCaaS platforms such as Genesys, Cisco (UCCE/PCCE), or Avaya.
  • Expertise in API development and management using REST, SOAP, and web services, along with data formats like JSON and XML.
  • Proficiency in programming/scripting languages (Python, Java, C#, or JavaScript/TypeScript).
  • Experience with backend enterprise systems (CRM like Salesforce/MS Dynamics, ERP applications) and database integration (SQL/NoSQL).
  • Familiarity with telecommunication protocols like SIP, RTP, and WebRTC.
  • Experience with CI/CD pipelines, version control (Git), and agile methodologies.
• Soft Skills:
  • Excellent analytical and problem-solving abilities to debug complex systems.
  • Strong written and verbal communication skills, with the ability to convey complex information to technical and non-technical audiences.
  • Proactive and self-motivated, with a strong ability to manage multiple priorities in a dynamic environment.