Key Responsibilities
CCAI & Conversational AI Architecture
- Lead architecture and implementation of Google CCAI, including Dialogflow ES/CX, voicebots, smart IVR, and virtual agents
- Define conversation flows, intent models, and logic for natural, human-like voice interactions
- Design scalable architectures for high-volume retail or enterprise environments
Voice & Telecom Architecture
- Design voice workflows integrating CCAI with PBX, telephony platforms, SIP trunks, CTI, and queue management tools
- Partner with telecom, network, and infrastructure teams to ensure voice channel stability
- Optimize call routing, IVR flows, and voice performance
Integration & Enterprise Solutions
- Architect integrations between CCAI/IVR systems and backend platforms (CRM, order management, retail systems, data platforms)
- Enable seamless handoff between virtual agents and live agents via CCaaS platforms (e.g., Genesys, NICE, Five9, Avaya)
- Collaborate on secure API-based and event-driven integrations
Project Delivery & Optimization
- Lead technical discovery, solution design, and validation with stakeholders
- Produce architectural diagrams, standards, and documentation
- Support Agile teams across development, testing, deployment, and optimization
- Analyze voicebot performance and identify automation improvements to reduce call volume and handle time
