Dialogflow CX Chatbot Developer with GenAI

NISHA RAI

+916********* # *****************@*****.*** ï linkedin.com/nisharaibxr § github.com/Nisharaibxr WORK EXPERIENCE

Quantiphi Analytics Solutions Pvt. Ltd. Feb 2024 – Present Software Developer Feb – July 2024

• Gained hands-on experience in end-to-end development of conversational chat and voice bots using Dialogflow ES, Dialogflow CX, CCAI, Playbooks, Agent Assist, and CCAiP within Google Cloud; delivered reliable, real-time working demos across platforms.

• Developed intelligent chatbot prototypes integrated with Node.js webhooks and GenAI to automate document summarization, dynamic content generation, and instant query resolution—cutting manual effort by nearly 99%.

• Engineered advanced conversation logic by designing intents, entities, and context-based fallback mechanisms, which strengthened contextual understanding and increased task success. Chatbot Developer Aug 2024 – Present

• Independently designed and deployed production-grade chatbots using Dialogflow CX, implementing structured page-based flow, route control, and event handling—reducing fallback rates by 30%.

• Created dynamic and flexible conversational paths through custom Node.js webhooks, significantly reducing the need for hardcoded replies and simplifying maintenance.

• Integrated GenAI features such as Smart Summary and Article Assist using Generator APIs, enabling agents to generate contextual replies and summaries in real-time.

• Created and embedded a customized chat widget for seamless chatbot deployment on external web platforms, integrating with CCAiP and enabling end-to-end conversational workflows.

• Automated routine voice-based interactions by building IVR and DTMF-enabled flows with CCAiP, reducing agent workload on recurring queries.

• Designed intuitive conversation flows and interaction wireframes to align with user intent, improving bot usability and reducing user drop-off during multi-turn interactions.

• Integrated ChatGPT and Gemini APIs to deliver AI-powered fallback suggestions, summaries, and user intent clarification, improving agent efficiency and user satisfaction scores by 70%.

• Contributed to internal tooling by building reusable webhook templates and automation scripts, which enhanced team productivity by 50%.

• Built a feedback-driven analytics layer on top of chatbot interactions by capturing user input patterns, fallback triggers, and session flows, enabling data-driven enhancements—resulting in a 25% boost in NLU accuracy and engagement rates.

TECHNICAL SKILLS, CERTIFICATIONS & ACHIEVEMENTS

• Proficient in JavaScript, TypeScript, SQL, HTML, CSS, SCSS, React, Redux, Node.js, Axios.

• Hands-on experience with Dialogflow CX/ES, CCAIP, GenAI, Generator API, Datastore, Webhooks, Cloud Functions, GCP.

• Familiar with developer tools like VS Code, Git, GitHub, Photoshop, and WordPress.

• Academic foundation in Data Structures & Algorithms, Object-Oriented Programming, DBMS, and Operating Systems.

• GCP-ACE Certified (Oct 2024–26) – Deployed and managed apps using Google Cloud services.

• CCAI Badge (Google Cloud) – Completed Dialogflow CX training for voice/chat automation.

• Rising Star One for All (H1-2024) – Awarded for high-impact AI automation contributions. EDUCATION

Lovely Professional University Aug. 2020-24

B.Tech in Computer Science - 7.6 Jalandhar, India

Asia University Sept 2021 - Feb 2022

Abroad Semester Exchange (3rd Semester) - 10 Taichung, Taiwan

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