Google Cloud Contact Center AI (CCAI), Technical Lead

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At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

As the CCAI Technical Lead, you will be the primary authority on the technical delivery of AI-powered contact center solutions. You will work with a team of developers and engineers to build enterprise-grade conversational interfaces using Dialogflow CX, integrate them with telephony and CRM systems, and leverage Gemini (Generative AI) to create more natural, helpful customer interactions. Ensure the architecture is scalable, the NLU (Natural Language Understanding) is precise, and the business KPIs are met.

What you will be doing:

1. Technical Leadership & Architecture

• Design and oversee the implementation of complex Dialogflow CX architectures, including multi-flow designs, state management, and event handling.
• Architect end-to-end integration patterns between CCAI and external systems (e.g., Salesforce, ServiceNow, Genesys, or Avaya).
• Lead the transition from traditional NLU models to Generative AI-driven "Agentic" workflows, utilizing Vertex AI and Gemini for dynamic response generation.

2. Development & Integration

• Own the development of secure, scalable webhooks and middleware (Cloud Functions, Cloud Run) to connect AI agents to backend APIs.
• Optimize Speech-to-Text (STT) and Text-to-Speech (TTS) configurations, including speech adaptation and custom voice models.
• Implement Agent Assist modules to provide real-time suggestions and knowledge surfacing for human agents.

3. Performance & Optimization

• Lead the "Tuning & Optimization" phase: analyze conversation logs to identify intent mismatch, fallback trends, and drop-off points.
• Establish CI/CD pipelines specifically for conversational AI (version control for flows, automated testing for intents).
• Use CCAI Insights to extract actionable data from customer interactions and drive continuous system improvement.

4. Team Mentorship & Enablement

• Mentor junior AI developers and conduct rigorous code/flow reviews.
• Provide high-level guidance and technical coaching to developers, fostering a culture of continuous learning and technical excellence.
• Bridge the gap between complex AI technicalities and non-technical stakeholders (Product, UX, Business).
• Serve as the "Level 3" expert for complex production issues, performance tuning, and deep-dive troubleshooting.
• Lead rigorous peer reviews to ensure security, efficiency, and conversational fluidity.

Skills and experience you will bring:

Technical Skills

• Google Cloud Platform: Deep expertise in the Google Cloud AI stack (Dialogflow CX, Vertex AI, BigQuery, Cloud Functions).
• Programming: Proficiency in Python (preferred), Node.js, or Java for backend development.
• Conversational Design: Strong understanding of "persona" development, prompt engineering, and user-centric conversation flows.
• Integration: Solid experience with REST APIs, gRPC, Webhooks, and security protocols (OAuth, JWT).

Experience

• Years of Experience: 8+ years in Software Engineering or Cloud Architecture, with at least 3–5 years specifically focused on Google CCAI.
• Domain Knowledge: Previous experience in Contact Center technologies (IVR, CCaaS, SIP/RTP telephony) is highly desired.

Preferred Certifications

• Google Cloud Professional Machine Learning Engineer.
• Google Cloud Professional Cloud Architect.

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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

• Medical, dental, vision

• tax-advantaged health care accounts

• financial and income protection benefits

• paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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