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TTEC Digital - Senior Escalation Engineer - CCAI

TTEC Digital - Senior Escalation Engineer - CCAI

Avtex Solutions LLCHyderabad
14 days ago
Job description

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.

    • (ref : hirist.tech)

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