Conversational Platform Specialist with CCAI exp.

Conversational Platform Specialist with CCAI & Google Cloud Platform

Job Description:

Configure and deploy the pre-built conversational applications for each customer across three channels: Google
Contact Center AI on Google Cloud Platform, plus voice and chat applications on AWS. You wire each application to the customer
knowledge / RAG store prepared by the Conversational Data Engineer. You specialize in platform configuration,
channel setup, and go-live smoke testing
What success looks like
• CCAI, voice, and chat packages are correctly configured for each customer and demonstrably working
before handoff.

• Each in-scope channel is connected to the correct customer knowledge / RAG index and grounding
settings.
• Customer-specific settings (flows, knowledge, channel endpoints, branding/config, integrations) are
applied consistently and documented.
Key responsibilities
• Configure Google CCAI components: Dialogflow CX agents/flows, Agent Assist, conversation profiles, and
knowledge bases.
• Configure and deploy the AWS voice application (contact flows, telephony/voice settings, bot or agent
assist configuration, integrations).
• Configure and deploy the AWS chat application (chat endpoints/widgets, bot or routing settings,
channel configuration, integrations).
• Connect deployed applications to the customer RAG / knowledge store (Agent Assist knowledge, Vertex
AI Search, Bedrock Knowledge Bases, or the approved equivalent).
• Tune grounding / retrieval settings in the product consoles so answers use the indexed corpus.
• Apply customer-specific configuration packages; version and document what was deployed.
• Run functional smoke tests across voice, chat, and CCAI experiences after each deployment, including
knowledge-grounded questions.
• Troubleshoot configuration and integration defects during go-live; escalate true product defects to the
development organization.
• Partner with the Conversational Data Engineer so synthetic conversations and RAG corpora load
correctly into each platform.
• Maintain configuration-as-code or structured configuration packages for repeatability.
Required qualifications
• 5+ years implementing or configuring conversational AI / contact-center platforms.
• Hands-on experience with Google Dialogflow CX and/or Contact Center AI (Agent Assist, knowledge).
• Hands-on experience with at least one AWS conversational stack (Amazon Connect, Lex, Connect Chat,
or equivalent voice/chat products).
• Ability to configure flows, intents/entities or equivalent, knowledge sources, and channel integrations
without writing the core application.
• Strong debugging skills across console UIs, logs, and webhook/API integrations.
Preferred qualifications
• Both Google Cloud Platform CCAI and AWS Connect/Lex experience in the same career (multi-cloud conversational).
• Experience connecting conversational products to Vertex AI Search, Bedrock Knowledge Bases, or
similar RAG services.
• Experience loading training or evaluation conversation sets and knowledge articles.
• Familiarity with SIP/telephony basics for the voice channel.
• Scripting (Python or Node) for configuration automation, not feature development.

Sourcing keywords for recruiting
Dialogflow CX, Contact Center AI, Agent Assist, Amazon Connect, Amazon Lex, conversational AI, contact center
implementation, voice bot, chat bot, knowledge base, RAG grounding