Address• Bachelor’s degree, or equivalent in Software Engineer, Computer Science, or closely related field with an overall IT experience of 8-10 years.
• Minimum of 3-4 years of hands-on experience in designing, implementing and develop virtual agents on Google Dialogflow CX platform. This includes working with client personnel to identify functional requirements, lead others in the identification, justification, design and implementation of the client's contact centre.
• Translating the client's business requirements into specific agent application designs for large, complex, or leading-edge Dialogflow CX Virtual Agents. This includes understanding flow designs and developing corresponding Dialogflow CX agent architecture, design, flows, pages, intents, routings, test scripts, evaluating Dialogflow CX Machine Learning intent’s classification models.
• Hands-on experience with Google Dialog Flow CX as well as other components within the Google Contact Center AI suite of capabilities.
• Experience with design of Google DialogFlow CX and underlying Google Cloud Platform (GCP) services.
• Experience with CCAI Insight framework.
• Good to have experience with ML or AI NLP technologies – delivering solutions successfully to production.
• Experience in application development lifecycle using Agile Scrum / SAFe methodologies.
• Intermediate coding experience with webhooks and coding in JavaScript/Node HJs.
• Good communication skills and proven ability with client-facing conversations.
• Good to have the ability to design Dialogflow CX flows and development artifacts from requirements documentation and workshops.
• Basic contact centre fundamentals knowledge.
• Working knowledge/Awareness of AI Insight and other contact centre software (e.g Genesys).
