Technical Solutions Consultant, Contact Center AI, Google Cloud
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Minimum qualifications:
- Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
- 3 years of experience project managing and delivering technical solutions.
- Experience developing solution architectures for Contact Centers and customer-facing digital experiences like web or mobile applications, as well as experience with one or more programming languages (e.g. Java, Python, SQL, Go, or C++).
- Experience in cognitive AI, NLU, speech to text, text to speech and machine learning.
Preferred qualifications:
- Experience designing and configuring Contact Center solutions (e.g. UJET, CCAI Platform).
- Experience building and deploying GenAI models, fine-tuning them for specific tasks, and ensuring responsible and ethical use.
- Experience in Google technologies like Apigee, DialogFlow, Google Compute solutions, Looker, BigQuery, Dataflow, and Pub/Sub.
- Experience designing, developing, and deploying conversational AI solutions (voice and chatbots) utilizing NLP, NLU, and Machine Learning techniques.
- Understanding of call center and digital ecosystem KPIs and analytics solutions to monitor and track those KPIs.
- Understanding of call center ecosystems, virtual agents and agent handoffs, contact center desktop ecosystem, and related emerging customer experiences.
About the job
The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.
As a Contact Center AI Solution (CCAI) Consultant within the Professional Services Organization (PSO), you will work directly with Google Cloud’s strategic customers, with PSO team members aligned to CCAI solutions, and CCAI focused Product, Engineering and Partner Teams to build scope and implement Google Cloud’s priority Industry Solutions. You will provide management, CCAI-specific consulting, and technical skills to customer engagements while working with Google's clients’ executives and key technical leaders to operationalize Google Cloud’s Industry Solutions for our customers. You will have extensive experience working with cloud technologies, have technical depth, and enjoy working with customers.
As a Conversational AI Platform Specialist, you will be a key player in helping our customers successfully design, develop, and deploy cutting-edge conversational AI solutions. You will leverage Google Cloud's suite of AI and machine learning technologies -- including Dialogflow, Contact Center AI, Agent Builder and broader Vertex AI -- to build innovative and impactful solutions across various industries.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
The US base salary range for this full-time position is $118,000-$174,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Responsibilities
- Lead the scoping and technical delivery of complex, omni-channel Contact Center AI (CCAI) Industry Solutions engagements covering program assurance, verification, and validation while driving exceptional customer satisfaction.
- Design engaging conversational interfaces for Cloud Contact Center Artificial Intelligence (CCAI) and drive virtual agent creation projects with defined scope and complexity.
- Work with internal specialists, Product and Engineering teams to develop CCAI Solution delivery strategies and methodologies on a global scale.
- Lead and deliver technical conversational AI projects, from requirements gathering and solution design to implementation, testing, and deployment.
- Travel up to 20% of the time for client engagements.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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