TTEC Digital · 1 day ago
Google CCAI Developer, Technical Lead - Tuning & Optimization
United States
Full-time
Remote
Senior Level
$130K/yr - $150K/yr
7+ years expTTEC Digital is a company that focuses on enhancing customer experiences through employee support. They are seeking a Google Contact Center AI (CCAI) Developer / Technical Lead to design, build, optimize, and operate enterprise-grade virtual agent solutions, with an emphasis on post-production tuning and performance optimization.
AnalyticsArtificial Intelligence (AI)Information Technology
Responsibilities
Architect and develop complex Dialogflow CX solutions using multi-flow designs, reusable sub flows, events, and state management
Design scalable, maintainable conversational architectures for:
Call steering
Task completion
Agent assist
Implement best practices for intent hierarchy, entity modeling, and routing logic
Lead NLU tuning and optimization efforts across production bots:
Intent collision resolution
Precision/recall improvements
Training phrase and entity optimization
Analyze conversation transcripts to:
Reduce fallbacks
Improve containment
Minimize unnecessary agent transfers
Establish and run continuous tuning cycles (weekly/monthly)
Optimize bots for business KPIs such as:
Containment rate
AHT reduction
Task success rate
Serve as the technical escalation point for CCAI issues in lower environments and production
Troubleshoot complex issues including:
Intent misclassification and confidence threshold failures
Context/session state leakage
Unexpected dialog routing behavior
Integration/API latency or failure
Speech recognition or transcription issues
Conduct root-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
Design and implement secure integrations with:
CRM systems (Salesforce, ServiceNow, etc.)
Ticketing, billing, and order management systems
Develop middleware using:
Cloud Functions / Cloud Run
REST and event-driven architectures
Implement robust error handling and graceful degradation within conversations
Integrate CCAI with enterprise contact center platforms such as:
Cisco UCCE / UCM
Genesys
NICE CXone
Five9
Design intelligent handoff strategies:
Context-preserving transfers
Skill-based routing
AI-assisted escalation logic
Optimize AI behavior to align with IVR, routing, and agent workflows
Leverage 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:
Intent accuracy
Fallback trends
Escalation reasons
Use data to support architectural and tuning decisions with stakeholders
Integrate LLM capabilities where appropriate for:
Intent enrichment
Summarization
Agent assist
Apply prompt engineering and guardrails to ensure:
Deterministic behavior
Compliance and data safety
Make informed trade-off decisions between classic NLU and LLM-based approaches
Own end-to-end CCAI architecture decisions
Establish dialog design, coding, and tuning standards
Mentor junior developers and reviewers
Lead technical design reviews and post-incident retrospectives
Communicate clearly with business and executive stakeholders on:
Performance
Risk
Optimization roadmaps
Qualification
Required
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 root-cause analysis skills in complex systems
Solid experience with APIs, cloud services, and distributed systems
Deep understanding of contact center operations and metrics
Preferred
Google Cloud Platform certifications
Experience with LLM-augmented conversational systems
Background supporting enterprise or government customers
Experience owning post-go-live optimization and operational support
Benefits
Medical, dental, vision
Tax-advantaged health care accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off.
Company
TTEC Digital
TTEC Digital is an IT consulting firm that provides CX strategy, data and analytics, and AI solutions.
1001-5000 employees
H1B Sponsorship
TTEC Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (18)
2023 (17)
2022 (26)
2021 (12)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Dave Seybold
Chief Executive Officer
Recent News
2026-01-22
2025-11-14
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