Role: CCAI Engineer Location: Pleasanton, CA
Pleasanton, CA, CA
Contracted
Senior Executive
Role: CCAI Engineer
Location: Pleasanton, CA
- Duties/Day to Day Overview Responsible for administration and support of Google CCAI Platforms
- Performs monthly Move, Adds and Changes.
- Monitor critical systems on daily basis.
- Performs Google CCAI Natural Language Processing (NLP) tuning with the team
- Collaborates with Technical Account Managers, Project Managers & Engineering manager on daily basis and resolve Production issues as quick as possible.
- Support testing effort
Top Requirements
- (Must haves) 5+ years of experience in Customer Service Technology
- 1+ years of experience supporting Google CCAI
- Good knowledge of GCP CCAI service
- 1+ year experience in Agent Assist, Call Routing, Chat integrations etc
- 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 GCP cloud platform.
Job Description:
The CCAI Engineer will be responsible for the administration, support, and optimization of Google CCAI platforms. This role involves managing system configurations, monitoring performance, and collaborating with cross-functional teams to ensure seamless customer service technology operations.
Key Responsibilities:
- Administer and support Google CCAI platforms, ensuring system stability and performance.
- Perform routine Move, Add, and Change (MAC) operations.
- Continuously monitor critical systems to detect and resolve issues proactively.
- Optimize Google CCAI Natural Language Processing (NLP) by tuning and refining models.
- Work closely with Technical Account Managers, Project Managers, and Engineering teams to troubleshoot and resolve production issues efficiently.
- Support testing efforts for new features, configurations, and updates.
Required Skills & Experience:
- 5+ years of experience in customer service technology solutions.
- 1+ years of hands-on experience supporting Google CCAI.
- Strong understanding of Google Cloud Platform (GCP) CCAI services.
- Experience with Agent Assist, Call Routing, Chat integrations, and customer service automation.
- Proven expertise in supporting conversational bots across multiple 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 (TTS), Speech to Text (STT)
- Sound knowledge of GCP cloud platform
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