Ontrac Solutions is seeking a Senior Conversational AI Engineer with deep expertise in Google Contact Center AI (CCAI) to lead the design and implementation of virtual agent solutions for a high-impact digital transformation project. The engineer will be embedded within the client’s technology or contact center innovation team via a staff augmentation model, focusing on improving customer experience, agent productivity, and call deflection using Google Cloud Platform (GCP) technologies.
What You'll Do
- Lead the design and buildout of Dialogflow CX/ES agents across chat and voice channels.
- Integrate virtual agents with client systems and platforms (e.g., Genesys, Twilio, NICE CXone, Salesforce).
- Develop fulfillment logic using Google Cloud Functions, Cloud Run, and backend integrations (via REST APIs and webhooks).
- Collaborate with stakeholders to define intent models, entity schemas, and user flows.
- Implement Agent Assist and CCAI Insights to augment live agent productivity.
- Leverage Google Cloud tools including Pub/Sub, Logging, and BigQuery to support and monitor the solution.
- Support tuning, regression testing, and enhancement of NLP performance using live utterance data.
- Ensure adherence to enterprise security and compliance requirements.
What We're Looking For
- 3+ years developing conversational AI experiences, including at least 1–2 years with Google Dialogflow CX or ES.
- Solid experience across GCP services (Functions, Cloud Run, IAM, BigQuery, etc.).
- Strong skills in Python or Node.js for webhook fulfillment and backend logic.
- Knowledge of NLU/NLP modeling, training, and performance tuning.
- Prior experience working in client-facing or embedded roles via consulting or staff augmentation.
- Ability to communicate effectively with technical and business stakeholders.
Nice to Have
- Hands-on experience with Agent Assist, CCAI Insights, or third-party CCaaS tools (Genesys, Twilio Flex, NICE CXone).
- Familiarity with Vertex AI, AutoML, or other GCP ML services.
- Experience in regulated industries (healthcare, finance, insurance, etc.).
- Google Cloud certification in Cloud Developer or CCAI Engineer.
Technical Stack
- Google Contact Center AI (CCAI)
- Dialogflow CX
- Dialogflow ES
- Google Cloud Functions
- Cloud Run
- REST APIs
- Webhooks
- Pub/Sub
- Logging
- BigQuery
- IAM
- Genesys
- Twilio
- NICE CXone
- Salesforce
- Python
- Node.js
- Vertex AI
- AutoML
Team & Environment
- Embedded within client’s technology or contact center innovation team as part of a staff augmentation model
Work Mode
- Hybrid
- Embedded within client team via staff augmentation model; specific location not provided
