Conversational AI Engineer

Position: Conversational AI Engineer / CCAI & Contact Center Specialist

Job Description:

• Design and build virtual agents using Dialogflow CX/ES for voice and digital channels.
• Define NLU models, intents, entities, and conversation flows.
• Develop webhook services using Google Cloud Functions or external services.
• Integrate CCAI with platforms like Cisco UCCE/PCCE.
• Use Google CCAI Platform or connectors to enable call handoff and escalation.
• Configure, deploy, and maintain SBCs in enterprise contact center environments.
• Create and manage SIP routing rules, SIP manipulation scripts, local and realm-based policies.
• Ensure secure and optimized voice traffic flow between CCAI platforms.
• Collaborate on SBC dial plan design, translation rules, and SIP signalling analysis.
• Perform E2E call flow validation across CCAI, SBC, and contact center platforms.
• Use tools like Wireshark, SBC logs, and Dialogflow test suites.
• Leverage CCAI Insights for tuning bot performance and reporting.
• Designed and implemented customer experience solutions using UJET's cloud-native CCaaS platform
• Integrated AI, CRM, and omnichannel capabilities to enhance service delivery
• Collaborated with cross-functional teams to streamline contact center workflows
• Elevated customer engagement through optimized operational strategies

Note:
"
Sage IT is an Equal Opportunity Employer. We welcome and consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. We are committed to creating a diverse and inclusive workplace "