Conversational AI Solutions Consultant, Telephony Integration, Google Cloud

Minimum qualifications:

• Bachelor's degree in Computer Science or equivalent practical experience.
• 3 years of experience project managing and delivering technical solutions.
  
• Experience developing solution architectures for contact centers, working with customer-facing digital experiences like web or mobile applications, and with one or more programming languages (e.g., Java, Python, SQL, Go, or C++).
• Experience designing, developing, and implementing telephony integrations, including designing and implementing integrations between different telephony systems such as PBXs, CRMs, and chatbots.
• Ability to communicate in English and Spanish fluently to support client relationship management in this region.

Preferred qualifications:

• Experience designing and configuring Contact Center solutions (e.g. UJET, CCAI Platform).
  
• Understanding of call center and digital ecosystem KPIs and analytics solutions to monitor and track those KPIs.
  
• Understanding of call center ecosystems, virtual agents and agent handoff, contact center desktop ecosystem, and related emerging customer experiences.
  
• Understanding of networking and telephony protocols including TCP/IP, SIP, and H.323.
• Familiarity with Google technologies like Apigee, DialogFlow, Google Compute solutions, Looker, BigQuery, Dataflow, and Pub/Sub.
  

About the job

The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.

As a Conversational AI Telephony Integration Architect, you will work closely with the customers to understand their business requirements and develop integration plans that meet those requirements. You will provide technical guidance to Google Cloud Platform's to support their adoption of Conversational AI (CAI) solution. You will design the overall solution architecture for each customer’s CAI deployment. This will include recommendations for key integrations for telephony platforms. You will co-develop virtual agent solutions with Google partners, including Independent Software Vendors (ISVs), SaaS vendors and System Integrators (SIs). You will maintain close partnership with Google’s Cloud AI Engineering teams to build and constantly drive excellence in our products. In this role, you will be working with Google Cloud customers, and together with the team you will support customer implementation of Google Cloud products.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Lead the scoping and technical delivery of complex, omni-channel Contact Center AI (CCAI) Industry Solutions engagements covering program assurance, verification, and validation while driving exceptional customer satisfaction.
  
• Design engaging conversational interfaces for CCAI and drive virtual agent creation projects with defined scope and complexity.
  
• Work with internal specialists, Product and Engineering teams to develop CCAI Solution delivery strategies and methodologies on a global scale.
  
• Work with Sales, Partner leads and technical stakeholders to translate complex customer requirements into appropriate CCAI Solution architectures, SOWs, and project and staffing plans.
  
• Lead all integration work streams with customer and telephony partners.