Lead Cloud Engineer, Google CCAI

Cox Communications • Raleigh, NC

274d • $119,600 - $199,400

About The Position

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. RapidScale seeks a skilled Google CCAI and UJET Implementation Solutions Engineer to join our team. You'll lead successful customer implementations of cutting-edge AI-powered CCaaS solutions. This high-impact role requires strong contact center knowledge, excellent communication, and a passion for delivering results.

Requirements

• Bachelor's degree in a related discipline and 6 years' experience in a related field.
• Deep knowledge of Google CCAI platform (rebranded to Google CCaaS) and Google CCAI / CES AI services, including Dialogflow CX, Insights, and Agent Assist.
• Experience integrating CCAI and UJET with CRMs, BYOC, email, and practical knowledge of CCAI platform / Google CCaaS Web SDK and Mobile SDK.
• Development Skills: Python and knowledge for the development of processes to redact sensible content on call recordings and transcripts, create training models for CCAI Insights and Agent assist, and integrate the solutions using APIs.
• Excellent written and verbal communication, strong interpersonal skills, teamwork.
• Ability to manage multiple projects, meet deadlines, and solve problems.
• 5+ years of experience implementing Google CCAI / CES and UJET solutions.
• Experience with other Conversational AI platforms (e.g., Amazon Lex, IBM Watson) and CCaaS platforms (e.g., Genesys, Amazon Connect, RingCX) is a plus.
• Experience with CRMs (Salesforce, Zendesk, etc.) and SaaS reporting tools (BigQuery and Looker).
• Experience in implementing and managing customer projects.
• Strong analytical and problem-solving skills.

Nice To Haves

• Experience with other Conversational AI platforms (e.g., Amazon Lex, IBM Watson) and CCaaS platforms (e.g., Genesys, Amazon Connect, RingCX).
• Experience with CRMs (Salesforce, Zendesk, etc.) and SaaS reporting tools (BigQuery and Looker).

Responsibilities

• Define and manage project scope, ensuring timely and budget-conscious delivery.
• Implement the full CCAI / CES solution stack, including configuration, integration, and testing.
• Collaborate with customers and internal teams for seamless integration.
• Manage customer expectations and resolve implementation challenges.
• Develop and deliver training materials and conduct training sessions.
• Oversee solution launches and obtain customer sign-off.
• Transition projects to the Support team.
• Work on multiple projects simultaneously.
• Stay current on Google CCAI / CES product updates and industry best practices.
• Contribute to improving RapidScale's implementation processes.
• Document customer solutions and develop project documentation.

Benefits

• Flexibility to take as much vacation with pay as they deem consistent with their duties.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Broadcasting and Content Providers
• Education Level: Bachelor's degree