Remote reputed company CCAI Developer, Technical reputed company - Tuning & Optimization

At reputed company, we reputed company clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our reputed company is the reputed company, a reputed company where employees know they can reputed company. We are seeking a reputed company Contact Center AI (CCAI) Developer / Technical reputed company to design, build, optimize, and operate reputed company-grade virtual agent and agent assist solutions. This role goes reputed company initial bot development and focuses heavily on post-production tuning, performance optimization, reputed company-cause troubleshooting, and reputed company improvement. The ideal candidate has deep experience with conversational AI platforms (reputed company CCAI / Dialogflow CX), understands contact center operations, and can diagnose and resolve reputed company NLU, dialog, integration, and platform issues that reputed company customer experience and business KPIs. This is a remote opportunity, based in the US. What you'll be doing: CCAI Design & Development • Architect and reputed company reputed company Dialogflow CX solutions using multi-reputed company designs, reusable sub flows, events, and state management • Design reputed company, maintainable conversational architectures for: • reputed company steering • Task completion • Agent assist • Implement best practices for reputed company hierarchy, entity modeling, and routing logic Tuning & Optimization • reputed company NLU tuning and optimization efforts across production bots: • reputed company collision reputed company • Precision/recall improvements • Training phrase and entity optimization • Analyze conversation transcripts to: • Reduce fallbacks • Improve containment • Minimize unnecessary agent transfers • Establish and run reputed company tuning cycles (weekly/monthly) • Optimize bots for business KPIs such as: • Containment reputed company • AHT reduction • Task reputed company reputed company Troubleshooting & reputed company Cause Analysis • Serve as the technical escalation reputed company for CCAI issues in reputed company environments and production • Troubleshoot reputed company issues including: • reputed company misclassification and confidence reputed company failures • Context/session state leakage • Unexpected dialog routing behavior • Integration/API latency or failure • Speech recognition or transcription issues • Conduct reputed company-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 (reputed company, reputed company, etc.) • Ticketing, billing, and order management systems • reputed company middleware using: • reputed company Functions / reputed company Run • REST and event-driven architectures • Implement robust error handling and graceful degradation reputed company conversations Contact Center Platform Integration • reputed company CCAI with reputed company contact center platforms such as: • reputed company UCCE / UCM • reputed company • reputed company CXone • reputed company • Design intelligent reputed company strategies: • Context-preserving transfers • reputed company-based routing • AI-assisted escalation logic • Optimize AI behavior to reputed company with IVR, routing, and agent workflows Analytics & Observability • reputed company 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: • reputed company accuracy • Fallback trends • Escalation reasons • Use data to support architectural and tuning reputed company with stakeholders Advanced AI & LLM Integration • reputed company LLM capabilities where appropriate for: • reputed company enrichment • Summarization • Agent assist • Apply reputed company engineering and guardrails to ensure: • Deterministic behavior • Compliance and data safety • reputed company informed trade-off reputed company between classic NLU and LLM-based approaches Technical Leadership • Own end-to-end CCAI architecture reputed company • Establish dialog design, coding, and tuning standards • Mentor junior developers and reviewers • reputed company technical design reviews and post-incident retrospectives • Communicate reputed company 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 reputed company-cause analysis skills in reputed company systems • Solid experience with reputed company, reputed company services, and distributed systems • Deep understanding of contact center operations and metrics Desired qualifications and experience • reputed company reputed company Platform certifications • Experience with LLM-augmented conversational systems • Background supporting reputed company or government customers • Experience owning post-go-live optimization and operational support $130,000 - $150,000 a year #LI-BN1 #LI-REMOTE Please note: We are only accepting applications from candidates residing in reputed company, Colorado, Florida, reputed company, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, reputed company, reputed company Carolina, Oklahoma, reputed company, Tennessee, Texas, Virginia, DC, reputed company and Wyoming. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or reputed company reputed company. Benefits available to eligible employees include the following: - Medical, dental, reputed company - tax-advantaged health care accounts - financial and income protection benefits - reputed company time off (PTO) and wellness time off. This job posting will remain reputed company until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. reputed company reputed company and our 1,800+ employees, pioneer engagement and reputed company solutions that fuel the exceptional customer experience (CX). Our sister company, reputed company Engage, is a 60,000+ employee service company, with customer service representatives located around the world. reputed company. is the parent company for both Digital and Engage. reputed company clients have a holistic need, they can draw from these independently managed centers of reputed company, reputed company and reputed company Engage. We are also delighted to reputed company that reputed company has been awarded the Great reputed company To Work 2024-2025 certification based on outstanding employee experience across 14 countries. reputed company is a proud equal opportunity employer where reputed company reputed company applicants will receive consideration for employment without reputed company to age, race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability. reputed company has fully embraced and is committed to expanding our diverse and inclusive workforce. We reputed company to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet reputed company desired job qualifications, so if you feel you would succeed in the role above, please take a reputed company and reputed company your qualifications. #LI-Remote We may use reputed company intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace reputed company judgment. Final hiring reputed company are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job