Google CCAI Engineer

LIBERTY Dental Plan; Welcome (SC); Remote; USD 100,000 - 130,000; Full time

Job summary

An innovative firm seeks a skilled Google CCAI Engineer to enhance customer service through AI-driven solutions. In this remote position, you will develop intelligent virtual agents and automate customer interactions using cutting-edge technologies like Google Cloud's Contact Center AI. Collaborating with cross-functional teams, you'll design scalable voice and chat solutions, integrating tools such as Dialogflow and Genesys Cloud. This role offers the opportunity to impact customer experiences significantly while enjoying a competitive benefits package and a commitment to employee wellness. Join a forward-thinking organization that values diversity and inclusion in the workplace.

Benefits

Competitive pay structure

401(k) retirement benefits

Affordable medical insurance

100% employer-paid dental coverage

Vision insurance

Flexible Spending Accounts

Voluntary benefit programs

Long-term disability coverage

Expansive wellness programs

Tuition reimbursement

Qualifications

• 3+ years of hands-on experience with Google CCAI tools and IVR systems.
• Proficient in designing IVR call flows using Genesys Cloud Architect.
• Experience with monitoring and observability tools.

Responsibilities

• Develop AI-powered chatbots and voice assistants using Google Dialogflow.
• Integrate Google CCAI solutions with Genesys Cloud Contact Center.
• Monitor and optimize IVR call flows and system response times.

Skills

Google CCAI (Dialogflow CX/ES)

NLP

Speech-to-Text (STT)

Text-to-Speech (TTS)

REST APIs

Node.js

Python

JavaScript

Genesys Cloud

Cloud Functions

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Software Engineering

Bachelor's Degree in Artificial Intelligence / Machine Learning

Bachelor's Degree in Data Science

Bachelor's Degree in Information Technology

Tools

Google Cloud Functions

Google Dialogflow

Genesys Cloud

Stackdriver

Splunk

Google Cloud Logging

Job description

Job Details

Position Type: Full Time

Salary Range: Undisclosed

Job Shift: Day

Liberty Dental Plan is seeking a skilled and motivated Google CCAI (Contact Center AI) Engineer to support the design, development, and implementation of AI-driven solutions that enhance customer service experiences.



Job Summary

The Google CCAI Engineer is responsible for developing intelligent virtual agents, automating customer interactions, and providing AI-powered insights using Google Cloud’s Contact Center AI (CCAI) tools. This role works closely with cross-functional teams to deliver scalable and reliable voice and chat solutions, integrating technologies such as Dialogflow, Google Cloud Functions, and Genesys Cloud Contact Center.

Please Note:
This is a remote position with potential travel for team collaboration or project-specific needs.

Essential Duties & Responsibilities

• Develop AI-powered chatbots and voice assistants using Google Dialogflow CX/ES.
• Design and deploy backend logic and data integration using Google Cloud Functions.
• Implement NLP, Speech-to-Text (STT), and Text-to-Speech (TTS) services to enhance customer interaction.
• Integrate Google CCAI solutions with Genesys Cloud Contact Center platforms.
• Create REST APIs, webhooks, and event-driven architectures for seamless integration.
• Enhance Smart Assist features and streamline transitions from virtual agents to live agents.
• Monitor and optimize IVR call flows, latency, and system response times.
• Use Google Cloud Pub/Sub, Cloud Run, and Logging for event tracking and diagnostics.
• Support and troubleshoot Dialogflow-based IVR and chatbot deployments.
• Analyze and improve entity recognition, intent mapping, and speech accuracy.
• Perform ongoing system health checks and resolve production issues.
• Improve observability through tools like Stackdriver, Splunk, and Google Cloud Logging.
• Collaborate with engineers, data scientists, and customer service stakeholders to evolve AI capabilities.

Education & Experience Requirements

Education:

• Bachelor's Degree in Computer Science, Software Engineering, Artificial Intelligence / Machine Learning, Data Science, Information Technology, or related field.

Experience:

• 3 plus years of hands-on experience with Google CCAI tools (Dialogflow CX/ES), IVR systems, and cloud-based customer service solutions.
• Experience supporting Genesys Cloud integrations and IVR architecture preferred.

Specific Skills/Knowledge Requirements

• Proficient in designing IVR call flows using Genesys Cloud Architect.
• Hands-on experience with Google Cloud services including Cloud Functions, Pub/Sub, Cloud Run, and Firestore.
• Skilled in Node.js, Python, or JavaScript for backend automation and integrations.
• Familiar with REST APIs, webhooks, and event-driven system designs.
• Basic understanding of NLP and AI/ML in customer service applications.
• Experience with monitoring and observability tools such as Stackdriver, Splunk, and Google Cloud Logging.
• Familiarity with Genesys Cloud APIs and analytics tools.
• Strong problem-solving and troubleshooting skills in production environments.

Qualifications

Location

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.

What Liberty Offers

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.

Our first-class benefits package supports employees and their dependents with:

• Competitive pay structure and savings optionsto help you reach your financial goals.

• Excellent 401(k) retirement benefits, including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.

• Affordable medical insurance, with low-cost premiums for employee-only coverage. Liberty subsidizes the cost for eligible dependents enrolled in the plan.

• 100% employer-paid dental coveragefor employees and eligible dependents.

• Vision insurancewith low-cost premiums for employee-only coverage and dependents.

• Company-paid basic life and AD&D insurance, equal to one times your base salary, with options to purchase additional supplemental coverage.

• Flexible Spending Accountsfor healthcare and dependent care expenses.

• Voluntary benefit programs, including accident, critical illness, and hospital indemnity insurance.

• Long-term disability coverage.

• Expansive wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts.

• Employee Assistance Program (EAP)to support mental health and well-being.

• Generous vacation and sick leavepolicies, with the ability to roll over unused time.

• 10 paid company holidays.

• Tuition reimbursementfor eligible educational expenses.

• Remote or hybrid work optionsavailable for various positions.

Compensation

In the spirit of pay transparency, the base salary range for this position is$100,000 - $130,000, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.

Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for future salary growth.

Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. Liberty will leverage diverse perspectives in building high performance teams and organizational culture.

Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.

We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.

Sponsorship and Relocation Specifications

Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.