Explore 1M+ Live Opportunities.
Direct applications, high-package MNC listings, and exclusive insider referrals updated daily across 50+ niches worldwide.
Live Jobs|Remote & Onsite|Apply in 1 Click
Join Our WhatsApp Job ChannelDirect applications, high-package MNC listings, and exclusive insider referrals updated daily across 50+ niches worldwide.
K&K Global Talent Solutions INC. · Issaquah, Washington
Title: GCP System Engineer - CCAI
Issaquah, WA (Hybrid)
Contact Center Operations & Telephony
Call Setup & Routing Implementation:
Configure, test, and maintain the end-to-end call setup process within the Google Contact Center AI Platform, ensuring high availability and low latency.
Routing Logic Deployment:
Implement complex, skill-based, and data-driven call and chat routing logic based on directives from the Architecture team and business requirements, ensuring optimal customer experience.
Voice and CTI Management:
Manage the integration points between the Google CES platform and underlying CTI/telephony infrastructure, troubleshooting connectivity and quality issues (e.g., SIP, webRTC).
Workforce Management (WFM) Setup:
Lead the technical setup, configuration, and ongoing maintenance of the
Verint WFM integration
with the Google CES platform, ensuring accurate data exchange for forecasting, scheduling, and adherence monitoring.
Channel & Application Integration
Salesforce Channel Integration:
Implement and manage the technical channels (e.g., APIs, connectors) that enable real-time and historical data exchange between Google CES (Dialogflow, CCAI) and
Salesforce Service Cloud
for unified agent views and case creation.
External API Integration:
Configure and secure API endpoints to facilitate the real-time consumption of data from external systems (e.g., knowledge bases, order systems) to enrich conversational flows.
System Health & Monitoring:
Establish and manage comprehensive monitoring, alerting, and logging systems (using GCP Operations Suite/Stackdriver) for all contact center components, proactively identifying performance bottlenecks and stability risks.
Agentic AI Configuration & Support
Agentic AI Setup:
Execute the configuration and deployment of core AI agents (Dialogflow CX/ES) and other Agentic AI components, ensuring they meet operational standards for reliability and performance.
AI Integration & Tuning:
Configure and maintain the technical integration of Agentic AI with enterprise knowledge bases (via Vertex AI Search/Gen AI) and the designated external APIs to provide accurate and relevant responses.
Incident Response:
Serve as the Tier 2/3 escalation point for operational issues related to call routing failures, integration errors, and WFM data discrepancies.
Required Skills and Experience
12+ years of hands-on experience in a System Engineering or CTI/Telephony-focused role within a Contact Center environment.
Direct experience with the technical configuration of
Google Contact Center AI (CCAI) / Customer Engagement Suite (CES) .
Proven expertise in setting up and troubleshooting
call routing, queueing, and CTI integration
logic.
Experience with the technical setup and data mapping for
Verint Workforce Management (WFM)
or a similar enterprise WFM system.
Strong understanding of API integration concepts (REST/SOAP) and secure data transmission protocols.
Proficiency with GCP services relevant to operations (e.g., Compute Engine, Cloud Load Balancing, Monitoring/Logging).
Details
| Company | K&K Global Talent Solutions INC. |
| Location | Issaquah, Washington |
| Type | FULL TIME |
| Niche | Full-time |