CCaaS Architect - Google CCAI Solutions
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. The TTEC Digital Google Partner Practice is a Google Cloud Contact Center Artificial Intelligence (CCAI) platform launch partner that can train, test, secure, deploy and integrate CCAI and the Vertex AI suite to produce multi-platform, data informed, enterprise solutions that fuel the exceptional employee and customer experience (CX). As an Architect, you will be responsible for providing technical solutions to meet the various needs of our clients. You will serve as a lead to the Google delivery practice and work as part of a team of professionals that play a key role in implementing solutions and delivering results. You will enjoy involvement in the full-life cycle of an implementation project, while interacting closely with the client to meet specific needs throughout the process. What You'll Be Doing
- Lead voice and digital AI Self-Service solutions for large, multi-location contact centers
- Design, develop and implement AI self-service applications with Google CCAI
- Ability to interface with clients, lead design decisions and drive towards defining solution requirements and technical design
- Serve as a project lead for the Google Delivery practice for assigned Google CCAI projects
- Collaborate with project team members to provide input to conversation design specifications
- Integrate to backend systems using web services, databases, and reporting
- Perform Unit Testing of developed code
- Assist with System and Functional Testing
Skills and experience you will bring:
- 8+ years of architect experience overall
- 4+ years of experience with AI solutions
- 2+ years of technical on-hands experience with Google CCaaS or UJET
- Knowledge of Google Cloud Platform Services
- IAM
- Storage
- Networking
- Cloud Run, Cloud Run Functions
- Ability to support multiple projects at the same time
- Experience in managing large multi-site contact center implementations
- Experience managing and guiding developers or interest in doing so
- Experience in writing Solution Document Designs/specifications for Contact Center solutions
- Experience supporting quality assurance and user acceptance testing
- Experience with contact center reporting
- Must be able to work independently, be organized, self-motivated, and have attention to detail
- Excellent communication skills, both written and verbal
- Candidate must have a 4-year bachelor’s degree
Desired, not required
- Google Certification and/or Badge completion
- Experience managing staff
- Experience developing mobile applications (IOS, Android)
- Experience integrating WFO platforms (NICE, Verint, Alvaria, etc.)
- Experience migrating legacy premise Contact Center platforms to cloud services
- Experience developing Conversational Agents (Dialogflow)
- Proficient in Javascript, NodeJS and frameworks (express and spring)
$145,000 - $175,000 a yearWe offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client support, delivery, and satisfaction. 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,