Contact Center AI Solution Consultant
Core
Design, build, and implement Google CCAI and Gen AI solutions to transform customer experience strategies for clients in sales, service, and marketing.
Role type
Senior IC Solution Consultant (Contact Center AI)
Builds
Virtual agents, analytics dashboards, and Gen AI implementation strategies using Google CCAI suite.
Domain
Customer Experience (CX) and Contact Center as a Service (CCaaS)
Required skills
Google CCAI suite expertise (Dialogflow CX, Agent Assist, Insights CX), Gen AI product knowledge (Vertex AI, Gemini), CX solution design, CCaaS migration, RFP/RFI response, storyboarding, analytical skills
Preferred skills
Experience with other Conversational AI (Amazon Lex, IBM Watson, Microsoft PVA), CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr), building Gen AI use-cases across industries
Technologies
Dialogflow CX, Agent Assist, Insights CX, Vertex AI, Google Gemini, Decibel, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist, Genesys, Amazon Connect, Avaya, Cisco, Sprinklr
Responsibilities
Drive design thinking workshops to shape Gen AI implementation strategies, perform CX management capability assessments and co-create roadmaps, convert user requirements into final products with technical teams, participate in pre-sales activities including RFP responses and proofs of concept, work on CCaaS migration projects, deliver solutions using agile processes
Seniority
Senior, hands-on IC
