Role summary
Configure and deploy the pre-built conversational applications for each customer across three channels: Google
Contact Center AI on GCP, plus voice and chat applications on AWS. You wire each application to the customer
knowledge / RAG store prepared by the Conversational Data Engineer. You specialize in platform configuration,
channel setup, and go-live smoke testing
What success looks like
• CCAI, voice, and chat packages are correctly configured for each customer and demonstrably working
before handoff.
Customer-specific settings are
applied consistently and documented.
Key responsibilities
• Configure Google CCAI components: Dialogflow CX agents/flows, Agent Assist, conversation profiles, and
knowledge bases.
• Configure and deploy the AWS voice application
• Configure and deploy the AWS chat application
• Connect deployed applications to the customer RAG / knowledge store
• Tune grounding / retrieval settings in the product consoles so answers use the indexed corpus.
• Apply customer-specific configuration packages; version and document what was deployed.
• Run functional smoke tests across voice, chat, and CCAI experiences after each deployment, including
knowledge-grounded questions.
• Troubleshoot configuration and integration defects during go-live; escalate true product defects to the
development organization.
• Partner with the Conversational Data Engineer so synthetic conversations and RAG corpora load
correctly into each platform.
• Maintain configuration-as-code or structured configuration packages for repeatability.
Required qualifications
• 5+ years implementing or configuring conversational AI / contact-center platforms.
• Hands-on experience with Google Dialogflow CX and/or Contact Center
• Hands-on experience with at least one AWS conversational stack
• Ability to configure flows, intents/entities or equivalent, knowledge sources, and channel integrations
without writing the core application.
• Strong debugging skills across console UIs, logs, and webhook/API integrations.
Preferred qualifications
• Both GCP CCAI and AWS Connect/Lex experience in the same career
• Experience connecting conversational products to Vertex AI Search, Bedrock Knowledge Bases, or
similar RAG services.
• Experience loading training or evaluation conversation sets and knowledge articles.
