GCP System Engineer
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Job Location:
Issaquah, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Title: GCP System Engineer - AI Contact Center
Location: Issaquah WA (Hybrid model three days onsite per week)
Duration: 6-12 Months Contract
Position Summary: We are seeking a highly skilled GCP System Engineer to manage the operational stability configuration and deep-level integration of the Google Contact Center AI (CCAI) platform and its related ecosystem. This role is crucial for implementing and maintaining core contact center functionalities including call routing WFM integration and seamless channel connectivity between Google CES and Salesforce.
Key Responsibilities
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).
Key Skills
- VMware
- System Design
- Computer Networking
- PowerShell
- Microsoft Windows Server
- Windows
- Systems Engineering
- AWS
- Requirements Management
- Linux
- SAN
- Dns
