GCP CES Lead Engineer

TEKsystems

2d•$133,100 - $199,700•Remote

About The Position

As an organization, TEKsystems Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant support. We partner with progressive leaders to create opportunity, accelerate business transformation and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and our inclusive culture. We’re doers, looking for doers who do the right thing. Roll-up your sleeves thought-leaders focused on creating possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for? We’re looking for a CcaaS Lead Engineer to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. Let’s partner. Together, we can accomplish amazing things. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires:

Requirements

Bachelor's Degree or equivalent experience in a related field.
7+ years of experience with inContact or similar contact center systems.
Strong analytical skills, excellent communication abilities, and a customer-focused mindset.
Expert level experience with CCaaS and Contact Center.
Tech Savvy: Ability to quickly learn and adapt to new technologies.
Problem Solver: Strong problem-solving skills and the ability to think critically.
Team Player: Collaborative attitude and the ability to work well with cross-functional teams.
Customer Focused: Dedicated to providing excellent customer service and improving customer satisfaction

Nice To Haves

Proven experience with Cisco IVR (CVP, UCCE, or similar) and Google Dialogflow (CX or ES).
Familirity using Agent Adapters
Familirity with Agen Desktop integrations into UI
Strong understanding of CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone, etc.).
Familirity with the use of CCAIP SDK (web and mobile)
Familiarity with telephony protocols (SIP, RTP) and call flow design.
Google Cloud Professional Machine Learning Engineer
Google Cloud Professional Data Engineer

Responsibilities

Have understanding and knowledge of the Google CcaaS environment
Able to define scalable and modular frameworks for conversationa AI and IVR routing logic
Build and configure UJET/Google CcaaS Agents, intents and fulfillment logic
Develop custom scripts, APIs and middleware to connect Dialogflow/Google CcaaS with different IVR systems (CISCO, Genesys, etc)
Implement call flows, voice prompts and routing strategies within CcaaS platforms
Implement campaigns using CcaaS channels voice, sms
Conduct end-to-end testing of voice interactions and call routing
Monitor performance and continuously optimize latency, accuracy and user experience
Troubleshoot and resolve integration issues across platforms