Job Description

Title: GCP System Engineer - AI Contact Center

Location: Issaquah, WA

W2 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).

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