TTEC Digital - Senior Escalation Engineer - CCAI

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.

Key Responsibilities :

- Administer, support, and maintain Google CCAI Dialogflow environments.

- Execute Monthly Moves, Adds, and Changes (MAC) related to Google CCAI implementations.

- Tune and optimize Google CCAI Natural Language Processing (NLP) models for enhanced

intent classification and dialog flow accuracy.

- Develop and maintain technical documentation, including standard operating procedures

(SOPs), best practices, and technical papers.

- Collaborate closely with Technical Account Managers, Project Managers, Sales teams, and

other stakeholders to align technical solutions with business needs.

- Support and lead testing efforts, ensuring high-quality conversational bot performance across channels.

- Analyze and troubleshoot conversational AI issues, applying critical thinking and problem-solving skills to deliver timely resolutions.

- Integrate APIs and enhance conversational bots using NodeJS and Python.

- Provide expert support for Agent Assist features and other advanced CCAI capabilities.