Overview
On Site
Compensation information provided in the description
Accepts corp to corp applications
Skills
Elasticsearch
Named-Entity Recognition (NER)
Customer Relationship Management (CRM)
Twilio
Continuous Improvement
Training
Testing
Collaboration
Machine Learning (ML)
Cloud Computing
Natural Language Processing
Modeling
Node.js
Python
Java
RESTful
OAuth
Genesys
Cisco
Telephony
Analytics
User Experience
Writing
Generative Artificial Intelligence (AI)
Vertex
Google Cloud
Google Cloud Platform
Interactive Voice Response
Continuous Integration
Continuous Delivery
Git
Agile
Soft Skills
Analytical Skill
Conflict Resolution
Problem Solving
Communication
Stakeholder Management
Cross-functional Team
Artificial Intelligence
Customer Experience
Innovation
Computer Science
Job Details
This is a short term project for about 6-10 weeks
We are seeking a CCAI Chatbot Designer / Developer with strong expertise in Google Cloud Contact Center AI (CCAI), Dialogflow CX, and conversational design principles. The role involves building, enhancing, and maintaining conversational bots that deliver seamless, human-like interactions across multiple channels (voice, chat, and digital).
What You'll Do:
- Design, develop, and deploy conversational flows using Dialogflow CX (and/or ES) integrated with Google CCAI.
- Collaborate with business and UX teams to translate customer journeys into intuitive conversational experiences.
- Implement intent recognition, entity extraction, and contextual flow logic.
- Integrate bots with backend systems, APIs, CRM platforms, and contact center platforms (e.g., Genesys, Avaya, Twilio, or Five9).
- Configure CCAI Insights, Agent Assist, and Virtual Agent capabilities for continuous improvement.
- Design and maintain training phrases, response libraries, and NLP models to ensure high accuracy.
- Work with Google Cloud Functions, Dialogflow fulfilment, and Webhook services for dynamic data handling.
- Conduct regular testing, tuning, and analytics reviews to improve bot performance.
- Collaborate with AI/ML teams to leverage LLMs or Generative AI for enhanced conversational capabilities.
- Ensure proper security, data handling, and governance within the CCAI environment.
What You Know:
- 4+ years of overall IT experience with 2+ years in CCAI/Dialogflow CX development.
- Hands-on experience with Google Cloud Platform (Google Cloud Platform), especially CCAI, Dialogflow CX, Cloud Functions, and Vertex AI (preferred).
- Strong understanding of NLP concepts, intent modeling, and entity design.
- Proficient in Node.js, Python, or Java for bot fulfillment and backend integration.
- Experience with RESTful APIs, OAuth, and system integrations.
- Knowledge of contact center solutions (Genesys, Avaya, Cisco, etc.) and telephony integration is a plus.
- Experience with analytics tools (Dialogflow analytics, BigQuery, or Looker) for conversation insights.
- Understanding of UX writing and conversational tone best practices.
- Familiarity with Generative AI tools (Vertex AI, Gemini, or OpenAI APIs) for intelligent bot responses is a strong advantage.
Preferred Skills:
- Google Cloud Platform CCAI Professional Certification or Dialogflow CX Certification.
- Experience with multi-language bots and omnichannel deployments.
- Exposure to IVR modernization projects or AI-powered agent assist implementations.
- Knowledge of CI/CD pipelines, Git, and Agile delivery methodologies.
Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management.
- Ability to work in a cross-functional team environment.
- Passion for AI-driven customer experience innovation.
Education:
- Bachelor's or Master's degree in Computer Science, Engineering, or related field.
Compensation Band:
$70 - $80 per hour
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.