Google Cloud Platform System Engineer – AI Contact Center

Overview

Hybrid
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required
Unable to Provide Sponsorship

Skills

API
Artificial Intelligence
Cloud Computing
Customer Engagement
Customer Experience
Customer Relationship Management (CRM)
Google Cloud Platform
Generative Artificial Intelligence (AI)
Vertex
SIP
SOAP

Job Details

Google Cloud Platform System Engineer – AI Contact Center

Location: Issaquah, WA (Hybrid – 3 days onsite per week)
Duration: 6–12 Months Contract

Job Summary

We are seeking an experienced Google Cloud Platform System Engineer with deep expertise in AI-powered Contact Center platforms to support the stability, configuration, and integration of a cloud-based contact center ecosystem. This role focuses on Google Contact Center AI (CCAI) operations, telephony/CTI integration, workforce management (WFM), and seamless connectivity with CRM platforms such as Salesforce.

The ideal candidate will have strong hands-on experience with call routing, telephony protocols, WFM integrations, and Google Cloud Platform operations, along with the ability to troubleshoot complex production issues.

Key Responsibilities

< data-start="1072" data-end="1118">Contact Center Operations & Telephony</>

  • Configure, test, and maintain end-to-end call setup and routing within the Google CCAI platform.

  • Implement complex, skill-based, and data-driven routing logic for voice and digital channels.

  • Manage and troubleshoot CTI and telephony integrations, including SIP and WebRTC.

  • Ensure high availability, low latency, and optimal customer experience across channels.

< data-start="1489" data-end="1536">Workforce Management (WFM) Integration</>

  • Lead the technical setup, configuration, and ongoing support of Verint WFM (or similar) integrations.

  • Ensure accurate data exchange for forecasting, scheduling, and agent adherence.

< data-start="1728" data-end="1771">Channel & Application Integrations</>

  • Implement and manage integrations between Google CES/CCAI and Salesforce Service Cloud for real-time and historical data exchange.

  • Configure secure API integrations with external systems such as knowledge bases and order management platforms.

  • Support unified agent desktops, case creation, and interaction history synchronization.

< data-start="2114" data-end="2154">System Monitoring & Reliability</>

  • Design and maintain monitoring, alerting, and logging using Google Cloud Platform Operations Suite (Stackdriver).

  • Proactively identify performance bottlenecks, integration failures, and stability risks.

  • Act as Tier 2/3 escalation support for routing, integration, and WFM-related incidents.

< data-start="2439" data-end="2482">Agentic AI Configuration & Support</>

  • Configure and deploy conversational AI agents using Dialogflow CX/ES.

  • Integrate AI agents with enterprise knowledge sources using Vertex AI Search / GenAI and external APIs.

  • Tune AI configurations to meet reliability, accuracy, and performance standards.

Required Skills & Experience

  • 12+ years of experience in System Engineering, CTI, or Telephony roles within enterprise contact center environments.

  • Hands-on experience with Google Contact Center AI (CCAI) / Customer Engagement Suite (CES).

  • Strong expertise in call routing, queue management, and CTI/telephony integrations.

  • Experience with Verint Workforce Management (WFM) or comparable enterprise WFM solutions.

  • Solid understanding of API integrations (REST/SOAP) and secure data transmission.

  • Proficiency with Google Cloud Platform services, including Compute Engine, Load Balancing, Monitoring, and Logging.

  • Strong troubleshooting and production support skills in complex, integrated environments.

Work Model

  • Hybrid role requiring 3 days onsite per week in Issaquah, WA.

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.

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