Google CCAI Developer, Technical Lead - Tuning & Optimization

Job Description

CCAI Design & Development

Architect and develop complex Dialogflow CX solutions using multi-flow designs, reusable sub flows, events, and state management

Design scalable, maintainable conversational architectures for:

Call steering

Task completion

Agent assist

Implement best practices for intent hierarchy, entity modeling, and routing logic

Tuning & Optimization

Lead NLU tuning and optimization efforts across production bots:

Intent collision resolution

Precision/recall improvements

Training phrase and entity optimization

Analyze conversation transcripts to:

Reduce fallbacks

Improve containment

Minimize unnecessary agent transfers

Establish and run continuous tuning cycles (weekly/monthly)

Optimize bots for business KPIs such as:

Containment rate

AHT reduction

Task success rate

Troubleshooting & Root Cause Analysis

Serve as the technical escalation point for CCAI issues in lower environments and production

Troubleshoot complex issues including:

Intent misclassification and confidence threshold failures

Context/session state leakage

Unexpected dialog routing behavior

Integration/API latency or failure

Speech recognition or transcription issues

Conduct root-cause analysis across:

NLU models

Dialog design

Backend services

Contact center integrations

Create remediation plans that address both symptoms and systemic design flaws

Partner with operations and platform teams to stabilize and harden solutions

Backend & Integration Engineering

Design and implement secure integrations with:

CRM systems (Salesforce, ServiceNow, etc.)

Ticketing, billing, and order management systems

Develop middleware using:

Cloud Functions / Cloud Run

REST and event-driven architectures

Implement robust error handling and graceful degradation within conversations

Contact Center Platform Integration

Integrate CCAI with enterprise contact center platforms such as:

Cisco UCCE / UCM

Genesys

NICE CXone

Five9

Design intelligent handoff strategies:

Context-preserving transfers

Skill-based routing

AI-assisted escalation logic

Optimize AI behavior to align with IVR, routing, and agent workflows

Analytics & Observability

Leverage conversation analytics and BigQuery (or equivalent) to:

Identify drop-off points and failure patterns

Monitor tuning effectiveness over time

Build or contribute to dashboards tracking:

Intent accuracy

Fallback trends

Escalation reasons

Use data to support architectural and tuning decisions with stakeholders

Advanced AI & LLM Integration

Integrate LLM capabilities where appropriate for:

Intent enrichment

Summarization

Agent assist

Apply prompt engineering and guardrails to ensure:

Deterministic behavior

Compliance and data safety

Make informed trade-off decisions between classic NLU and LLM-based approaches

Technical Leadership

Own end-to-end CCAI architecture decisions

Establish dialog design, coding, and tuning standards

Mentor junior developers and reviewers

Lead technical design reviews and post-incident retrospectives

Communicate clearly with business and executive stakeholders on:

Performance

Risk

Optimization roadmaps

What you bring

7–10+ years in software engineering or contact center technology

3–5+ years hands-on with CCAI / Dialogflow CX (or equivalent)

Proven experience tuning production bots with measurable KPI improvements

Strong troubleshooting and root-cause analysis skills in complex systems

Solid experience with APIs, cloud services, and distributed systems

Deep understanding of contact center operations and metrics

Desired qualifications and experience

Google Cloud Platform certifications

Experience with LLM-augmented conversational systems

Background supporting enterprise or government customers

Experience owning post-go-live optimization and operational support