Minimum qualifications:
- Bachelor's degree in Computer Science or equivalent practical experience.
- 3 years of experience project managing and delivering technical solutions.
- Experience developing solution architectures for contact centers, customer-facing digital experiences like web or mobile applications, and with one or more programming languages (e.g., Java, Python, SQL, Go, or C++).
- Experience in cognitive AI, Natural Language Understanding (NLU), speech to text, text to speech, and machine learning.
- Ability to communicate in English and Spanish fluently to support client relationship management in this region.
Preferred qualifications:
- Experience designing and configuring Contact Center solutions (e.g. UJET, CCAI Platform).
- Understanding of call center and digital ecosystem KPIs and analytics solutions to monitor and track those KPIs.
- Understanding of call center ecosystems, virtual agents and agent handoff, contact center desktop ecosystem, and related emerging customer experiences.
- Familiarity with Google technologies like Apigee, DialogFlow, Google Compute solutions, Looker, BigQuery, Dataflow, and Pub/Sub.
About the job
The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.
As a Conversational AI Consultant (CCAI) within the delta Professional Services Organization (PSO), you will work directly with Google Cloud’s strategic customers, with PSO team members aligned to CCAI solutions, and CCAI focused Product, Engineering and Partner teams to build scope and implement Google Cloud’s priority Industry Solutions. You will provide management and CCAI-specific consulting to customer engagements while working with Google's clients’ executives and key technical leaders to operationalize Google Cloud’s Industry Solutions for our customers. You'll work cross-functionally with Sales and Google Cloud Consulting to provide pre-sales support for Industry Solution scoping, technical design, statement of work, and proposal development for Google’s largest customers. You will help inform the scope of services staffing and timelines.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Lead the scoping and technical delivery of complex, omni-channel Contact Center AI (CCAI) Industry Solutions engagements covering program assurance, verification, and validation while driving exceptional customer satisfaction.
- Design engaging conversational interfaces for CCAI and drive virtual agent creation projects with defined scope and complexity.
- Work with internal specialists, Product, and Engineering teams to develop CCAI Solution delivery strategies and methodologies on a global scale.
- Work with Sales, Partner leads, and technical stakeholders to translate complex customer requirements into appropriate CCAI Solution architectures, SOWs, and project and staffing plans.
