Google

Google specializes in organizing and providing access to the world's information through its highly regarded search services, catering to both individual users and corporate clients with innovative advertising and revenue-generating solutions.

Internet Software & Services

Information Technology

100K+ (178234)

Founded 1998

26 open positions

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Contact Center AI (CCAI) Operations Specialist

9 minutes ago

United States

Full-time

Lead

AI (Artificial Intelligence)

Artificial Intelligence and Machine Learning

Agile Machine Learning NLP

Apply Now

Google

Internet Software & Services

100K+

Founded 1998

View All Jobs 26

Description

Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency, and customer experience.
Own the development of Business Requirement Documents (BRDs) to guide engineering teams with clear operational requirements.
Serve as the primary liaison between Engineering, Genesys partners, and Channel Operations to align deliverables and integration efforts.
Audit human-in-the-loop workflows to improve AI-to-live-agent handoffs and optimize the broader CCAI framework.
Monitor CCAI system performance and health and lead troubleshooting for operational disruptions.
Act as the lead liaison for technical resolutions related to CCAI issues.
Ensure AI implementations meet data security, PII handling, and regulatory compliance standards.
Verify that solutions are designed to scale with business growth.
Define the customer experience vision for AI initiatives and ensure measurable value for agents and customers.

Requirements

8 years of experience in Contact Center Operations.
Deep understanding of agent workflows, telephony platforms such as Genesys Cloud, and customer experience metrics.
Prior work experience using AI technologies such as Natural Language Understanding, Sentiment Analysis, or Agent Assist tools.
Experience with Google Cloud CCAI is preferred.
Experience with Genesys IVR or the Genesys Pure Cloud Platform is preferred.
Familiarity with Agile development methodologies is preferred.
Experience with machine learning and Natural Language Processing is preferred.
Strong presentation skills are preferred.
Proven ability to lead by influence is preferred.
This role is not eligible for immigration sponsorship.

Benefits

US base salary range of $136,000 to $198,000 annually.
Bonus opportunity.
Cash award opportunity.
Benefits package.
Equal opportunity employment.
Accessible and inclusive workplace with applicant accommodations support.

Interested in this position?

Apply directly on the company website

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