CCAI Engineer
Description:
CCAI Engineer
CTH
Pleasanton, CA Must be onsite 3 days a week
Duties/Day to Day Overview
Responsible for administration and support of Google CCAI Platforms
Performs monthly Move, Adds and Changes.
Monitor critical systems on daily basis.
Performs Google CCAI Natural Language Processing (NLP) tuning with the team
Collaborates with Technical Account Managers, Project Managers & Engineering manager on daily basis and resolve Production issues as quick as possible.
Support testing effort
Top Requirements
(Must haves)
5+ years of experience in Customer Service Technology
1+ years of experience supporting Google CCAI
Good knowledge of GCP CCAI service
1+ year experience in Agent Assist, Call Routing, Chat integrations etc
Experience supporting conversational bots for various channels (web, voice, WhatsApp, Facebook Messenger, SMS, etc.)
Experience in supporting user centric conversation experiences involving chat, text, or voice strong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech, Speech to Text
Sound knowledge of GCP cloud platform.
Screening questions:
1. Google CCAI & Conversational AI Expertise
Can you walk us through your experience working with Google CCAI? Specifically, how have you implemented or supported Agent Assist, Call Routing, and Chat integrations in a production environment?
What to look for:
Hands-on experience with Google CCAI components.
Understanding of Agent Assist, routing logic, and multi-channel integrations.
Ability to troubleshoot and optimize conversational AI solutions.
2. Multi-Channel Conversational Bot Support
Have you worked on deploying or maintaining conversational bots across different channels (e.g., web, voice, WhatsApp, Facebook Messenger, SMS)? Can you share a challenge you faced and how you resolved it?
What to look for:
Experience integrating AI bots across multiple platforms.
Understanding of API-based integrations and omnichannel support.
Problem-solving skills and troubleshooting capabilities.
3. NLP, AI Models & Google Cloud Knowledge
How do you optimize NLP models in Google CCAI for intent classification, sentiment analysis, and dialog flow design? Can you describe your approach to improving speech-to-text and text-to-speech accuracy?
What to look for:
Strong NLP knowledge with Google CCAI.
Experience fine-tuning models for improved accuracy.
Familiarity with Google Cloud services related to AI/ML.
Job Description:
The CCAI Engineer will be responsible for the administration, support, and optimization of Google CCAI platforms. This role involves managing system configurations, monitoring performance, and collaborating with cross-functional teams to ensure seamless customer service technology operations.
Key Responsibilities:
Administer and support Google CCAI platforms, ensuring system stability and performance.
Perform routine Move, Add, and Change (MAC) operations.
Continuously monitor critical systems to detect and resolve issues proactively.
Optimize Google CCAI Natural Language Processing (NLP) by tuning and refining models.
Work closely with Technical Account Managers, Project Managers, and Engineering teams to troubleshoot and resolve production issues efficiently.
Support testing efforts for new features, configurations, and updates.
Required Skills & Experience:
5+ years of experience in customer service technology solutions.
1+ years of hands-on experience supporting Google CCAI.
Strong understanding of Google Cloud Platform (GCP) CCAI services.
Experience with Agent Assist, Call Routing, Chat integrations, and customer service automation.
Proven expertise in supporting conversational bots across multiple channels (web, voice, WhatsApp, Facebook Messenger, SMS, etc.).
Experience in supporting user centric conversation experiences involving chat, text, or voice strong understanding of sentiment analysis, Intent classification, dialog flows, personality insight, Text to Speech (TTS), Speech to Text (STT)
Sound knowledge of GCP cloud platform