Contact Centre AI (CCAI) Architect

Role: Contact Centre AI (CCAI) Architect

Location: Alpharetta, GA (Day 1 onsite)

Duration: Long term

Key Responsibilities:

• Solution Design: Architect AI-powered contact center solutions leveraging Google Cloud's Contact Center AI (CCAI), Dialogflow, and related technologies.
• Implementation: Lead the deployment and integration of Google CCAI solutions with existing systems (CRM, telephony, chat, etc.) in customer environments.
• Integration: Design and implement integrations with third-party platforms, such as Genesys, Twilio, Cisco, Avaya, or Five9.
• AI Model Optimization: Collaborate with data scientists and machine learning engineers to optimize NLP models, dialog management, and virtual agents.
• Custom Bot Development: Build and train virtual agents and chatbots using Google Dialogflow to handle various customer queries.
• Customer Experience Strategy: Work with product owners, stakeholders, and business analysts to map customer journeys and design efficient contact center experiences.
• Consultation: Provide technical leadership and consulting expertise to clients and internal teams regarding best practices for Google CCAI architecture.
• Quality Assurance: Lead or participate in testing efforts to ensure solutions meet performance, scalability, and security requirements.
• Training and Documentation: Create training materials for internal teams and customers. Provide detailed documentation for each implementation.
• Continuous Improvement: Stay updated on advancements in CCAI, AI technologies, and contact center trends to continuously improve solutions.

Required Skills:

• Expertise in Google Cloud Technologies: Hands-on experience with Google Cloud Platform (Google Cloud Platform), including Dialogflow, BigQuery, Google Kubernetes Engine (GKE), and AI/ML services.
• Proficiency in NLP: Strong knowledge of natural language processing (NLP) and machine learning, with experience building and training virtual agents.
• Integration Skills: Experience integrating CCAI solutions with popular telephony systems, CRM tools, and analytics platforms.
• Experience with Contact Centers: In-depth understanding of contact center operations, including inbound/outbound voice services, chat, and email interactions.
• Coding Skills: Proficiency in Python, JavaScript, or other relevant programming languages for custom development and integrations.
• Cloud Architectures: Familiarity with cloud architectures (preferably Google Cloud Platform), with experience designing scalable, secure, and fault-tolerant solutions.
• AI and Automation: Proven track record in deploying AI-driven automation systems to enhance customer interactions and operational efficiency.
• Analytical Skills: Ability to analyze customer interaction data, identify trends, and optimize virtual agent performance.

Preferred Qualifications:

• Google Cloud Architect Certification or equivalent.
• 5+ years of experience working with AI-driven contact center solutions.
• Experience with other cloud contact center platforms such as AWS Connect, Microsoft Azure Contact Center, etc.
• Familiarity with voice technology platforms like Google Speech-to-Text and Text-to-Speech.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.

About Logisoft:
We represent Logisoft Technologies, Inc. with pride; We present ourselves as a premiere Technology, Consulting, Product Development, and Software Services Company.
Our Head Office is located in South Plainfield, NJ, and Our Offices location is in Hyderabad, INDIA & Accra, GHANA.
We are Microsoft Official Partners - A Microsoft Certified Partner that helps customers with a range of IT projects and specific IT solutions.
We started our journey in the year 2008. In the past 16+ years, we have acquired the trust of many IT market leaders.
LOGISOFT Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of age, sex, sexual orientation, race, color, creed, national origin, ancestry, disability, marital status, or any other legally protected basis under federal, state or local law.

Interested candidates can apply directly to this posting or they can reach

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