The company is looking to hire a Digital Employee Experience Google CES Engineer to design, implement, and optimize enterprise-scale solutions using Google's Contact Center as a Service (CCaaS) and Contact Center Artificial Intelligence (CCAI) platforms, guiding customers through their digital transformation journeys.
Requirements
- Solid understanding of core GCP concepts, including setting up projects, understanding billing, and IAM (Identity & Access Management), with hands-on experience in roles, service accounts, and least-privilege design, required.
- Familiarity with Infrastructure as Code (IaC) using tools such as Terraform or Deployment Manager to enable scalable and automated deployments, required.
- Experience with Monitoring and Logging, including configuring dashboards, alerts, and incident response processes to ensure system reliability, required.
- Proven expertise in implementing Google CCaaS and CCAI platforms, with hands-on experience in configuring, deploying and optimizing these technologies, required.
- Familiarity with the Google Cloud platform ecosystem, including Compute Engine, Cloud Functions, Pub/Sub, Cloud Storage, and apply cyber security best practices, required.
- Strong understanding of call routing, IVR, speech recognition, agent assist, analytics, reporting, and omnichannel capabilities, required.
- Experienced in integrating cloud-based contact center platforms with CRM, ticketing systems, and custom enterprise applications, required.
Responsibilities
- Architect, design, and implement contact center solutions that leverage Google CCaaS and CCAI, ensuring they meet enterprise-grade performance, security, and scalability requirements.
- Lead end-to-end deployment and integration of Google CCaaS and CCAI, including conversational AI, virtual agents, agent assist, and speech analytics modules.
- Design and oversee integrations with legacy systems, CRM platforms, and third-party applications via APIs and microservices.
- Monitor system performance, recommend enhancements, and adopt emerging Google Cloud technologies to drive continuous improvement.
- Ensure solutions align with enterprise governance, compliance, risk management and cyber security frameworks.
- Provide high-level support for critical incidents, troubleshoot architectural issues, and lead root cause analysis efforts.
- Act as the Subject Matter Expert to stakeholders, demonstrating thought leadership in CCaaS/CCAI technology and cloud transformation initiatives.
Other
- Master's Degree Information Technology, Computer Science, or Engineering and A minimum of 3 years of IT experience or Bachelor's Degree Information Technology, Computer Science, or Engineering and A minimum of 5 years of IT experience or Associate's Degree Information Technology, Computer Science, or Engineering and A minimum of 7 years of IT experience or High School Diploma/GED and A minimum of 10 years of IT experience
- Ability to explain technical concepts to stakeholders and translate business needs into successful technical outcomes, required.
- Ability to build strong customer relationships
- Excellent collaboration and team building skills
- Must be flexible and able to work off-hours as required to support deployments, resolve issues and respond to corporate emergencies.
