CCAI Specialist

Job Description

Job Title: Intermediate CCAI Specialist Dialogflow CX, GenAI & Conversational Design We are seeking a skilled and passionate Intermediate CCAI Specialist to join our growing AI and Customer Experience team. The ideal candidate will have hands-on experience with Dialogflow CX, Generative AI tools, and a strong background in conversational design. You will be responsible for designing, developing, and optimizing intelligent virtual agents and chatbots for enterprise-grade customer interactions. Key Responsibilities: Design, develop, and manage conversational workflows using Dialogflow CX. Collaborate with product, engineering, and UX teams to create natural, intuitive, and effective conversational experiences. Integrate Generative AI (GenAI) capabilities into chatbot flows for dynamic and context-aware responses. Use data-driven approaches to evaluate, test, and optimize virtual agent performance. Apply best practices in Conversational UX/UI, NLU/NLP tuning, and persona design. Conduct user testing and refine conversational flows based on feedback and analytics. Provide documentation, training, and support for internal teams and stakeholders. Required Qualifications: 2 5 years of experience in building and managing conversational AI applications. Strong hands-on experience with Dialogflow CX and Google Cloud CCAI tools. Proficiency with Generative AI technologies, such as large language models (LLMs), prompt engineering, or OpenAI APIs. Solid understanding of Conversational Design principles, NLU/NLP, and chatbot personas. Experience with JSON, REST APIs, and integrating backend services. Excellent communication, analytical, and problem-solving skills.Preferred Certifications (Nice to Have): Google Cloud Certified Professional Cloud Architect Google Cloud Certified Dialogflow CX Developer (or equivalent) Generative AI certification (e.g., Google s Introduction to Generative AI or Coursera/edX equivalent) Conversational Design Certificate (e.g., Voiceflow, Conversation Design Institute) Preferred Tools & Technologies: Google Cloud Platform (GCP) Dialogflow ES and CX Python or Node.js (for integration scripting) GenAI APIs (e.g., PaLM, OpenAI) Analytics tools (GA4, BigQuery, or custom dashboards)