Job Description :
Job Title: Google Dialogflow CX & CCAI Developer/Architect
Location: Remote/Hybrid Available ( Pune , Bangalore , Hyderabad)
Experience Level: 5+ Years
Job Type: Full-Time, Permanent
Job Summary:
We are seeking a skilled Google Dialogflow CX & Contact Center AI (CCAI) Developer with hands-on experience in designing and implementing intelligent chatbots and voice bots. The ideal candidate should have strong expertise in Agent Assist, Event Handlers, NLP, API integrations, and AI-driven automation. You will play a key role in building seamless conversational experiences for both chat and voice-based customer interactions.
Key Responsibilities:
1. Google Dialogflow CX & CCAI Development
- Design, develop, and deploy Google Dialogflow CX-based chatbots and voice bots.
- Create natural conversation flows for diverse user intents across text and voice interfaces.
- Develop interactive and context-aware virtual agents with multi-turn conversations.
- Optimize Dialogflow CX models for improved accuracy, response handling, and bot performance metrics.
2. Agent Assist & Event Handlers
- Implement Google Agent Assist for real-time support to human agents.
- Configure Smart Reply, Event Handlers, and real-time Agent Assist suggestions.
- Integrate knowledge bases to enhance Agent Assist recommendations.
- Analyze customer interaction data to fine-tune Agent Assist AI models.
3. API & System Integrations
- Integrate Dialogflow CX chatbots with backend services, databases, and enterprise systems.
- Develop custom API integrations to enable real-time data retrieval and process automation.
- Work with third-party telephony systems (Genesys, Avaya, Twilio, Amazon Connect).
- Implement authentication mechanisms (OAuth, JWT, API Gateway) for secure interactions.
4. AI, NLP & Machine Learning Optimization
- Train and fine-tune Dialogflow CX models for better natural language understanding (NLU).
- Leverage Google Vertex AI and Generative AI to enhance chatbot responses.
- Utilize NLP concepts for both text and speech recognition to improve bot accuracy.
- Continuously monitor and refine AI-driven bot performance using real-world data.
5. Testing, Performance Monitoring & Analytics
- Conduct unit and integration testing for chatbot and voice bot functionalities.
- Develop test cases and automation scripts to validate chatbot workflows.
- Monitor bot performance metrics, latency, and accuracy to identify areas for improvement.
- Analyze customer interaction logs and apply data-driven improvements.
6. Best Practices & Documentation
- Guide customers on best practices for chatbot and voice bot development.
- Maintain comprehensive documentation for chatbot flows, APIs, and integrations.
- Collaborate with UX designers to ensure human-like and intuitive interactions.
- Provide technical support and troubleshooting for chatbot deployments.
Required Skills & Qualifications:
- 5+ years of experience in chatbot development, preferably with Google Dialogflow CX.
- Hands-on experience with Agent Assist, Event Handlers, and Smart Reply configuration.
- Strong expertise in NLP, AI, and Machine Learning concepts for both text and voice-based bots.
- Experience in API integration & web development using Node.js, Python, or Java.
- Familiarity with Google Cloud Platform (GCP) services such as Cloud Functions and Firebase.
- Experience with contact center solutions (Genesys, Amazon Connect, Avaya, Twilio, UJET).
- Strong analytical skills for chatbot performance monitoring and data analysis.
- Experience with unit and integration testing for chatbot and voice bot applications.
- Excellent problem-solving, debugging, and troubleshooting skills.
- Strong communication and collaboration skills to work with cross-functional teams.
Nice to Have (Preferred Qualifications):
- Experience with other chatbot & voice bot platforms (AWS Lex, Kore.ai, Rasa, Watson).
- Knowledge of Generative AI and Google Vertex AI for advanced chatbot enhancements.
- Experience with UX/UI principles to create human-like chatbot interactions.
- Exposure to machine learning models for speech and text processing.
Why Join Us?
- Opportunity to work on cutting-edge AI-driven conversational experiences.
- Collaborate with industry experts in AI, NLP, and cloud technologies.
- Work in an innovative and growth-focused environment.
- Competitive compensation and professional growth opportunities.
