Google CCAI - Senior Escalation Engineer

TTEC-Digital is looking for a Google CCAI Dialogflow Support Engineer.

Requirements:

7+ years of experience as a Technical Lead in Customer Service Technology
3+ years of experience supporting Google CCAI Dialogflow
Good knowledge of GCP CCAI service
1+ year experience with Agent Assist
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 cloud platforms (GCP required, AWS or Azure)
Integrate APIs using NodeJS and Python
Critical Thinking & Problem-Solving skills
Strong Analytical skills

Responsibilities:

Responsible for administration and support of Google CCAI Dialogflow
Performs Monthly Move, Adds and Changes
Performs Google CCAI Natural Language Processing (NLP) tuning
Coordinate and write technical papers, articles, standard operating procedures and best practices
Collaborates with Technical Account Managers, Project Managers, and Sales when applicable.
Support testing effort