Conversational AI /CCAI Engineer- AB

Iassess Consultants; India; Hybrid; INR 900,000 - 1,800,000; Full time

Job summary

Iassess Consultants seeks an experienced backend AI engineer to build webhook-driven conversational bots on Google Cloud. You will implement RESTful services, FastAPI or Node.js, and manage intents, entities, and flows using Dialogflow CX and CCAI platforms.

Role requires integrating telephony, IVR, and agent handoffs, plus rigorous testing for reliability and governance in production environments. Strong security and scalability focus expected.

Qualifications

• Must have backend webhook development experience with REST APIs and FastAPI or Node.js/Java.
• Experience with Dialogflow CX and CCAI Platform is required.
• Knowledge of contact-center integrations, IVR, and handoffs to agents is essential.
• Familiarity with GCP services and deployment in production environments.

Responsibilities

• Develop backend webhooks and REST API endpoints for conversational flows.
• Implement and validate intents, entities, flows, and state management.
• Integrate contact-center telephony and IVR with handoff to human agents.
• Perform NLU testing, conversation testing, and regression testing for bot quality.
• Ensure bot governance, safety, and guardrails across deployments.

Skills

GCP

REST API

FastAPI

Node.js

Java

Dialogflow

CCAI Platform

Agent Assist

Cloud Run

Cloud Functions

GKE

Tools

Dialogflow CX

Genesys

NICE

Amazon Connect

Five9

Twilio Flex

Job description

Main Skills

• - GCP, REST API, FastAPI, Node.js/Java, Dialogflow , CCAI Platform,

Job Description

• - Generic Skills (Must Have)
• - Backend webhook development using REST APIs, FastAPI, Node.js, or Java.
• - Intent, entity, flow, page, route, fulfillment, state management.
• - Contact-center integration, telephony, IVR, and handoff to human agent.
• - NLU testing, conversation testing, and regression testing.
• - Bot security: Bot governance, safety, and conversation guardrails.
• - GCP Skills (Must Have)
• - Dialogflow CX : Alternative conversational AI platforms: Amazon Lex, IBM Watson Assistant, Rasa, Kore.ai, or equivalent.
• - CCAI Platform : Alternative contact center platforms: Genesys, NICE, Amazon Connect, Five9, Avaya, Twilio Flex, or equivalent.
• - Agent Assist : Knowledge assist, smart reply, and summarisation concepts.
• - Cloud Run / Cloud Functions: Production deployment for webhooks, GKE, or equivalent.
• - Nice to have (Trainable)
• - CX Agent Studio.
• - Voice bot latency optimisation.
• - Multilingual bot design.
• - Analytics and tuning of conversation flows.
• - Human-in-the-loop workflows.