Remote Google CCAI Developer, Technical Lead - Tuning & Optimization

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.We are seeking a Google Contact Center AI (CCAI) Developer / Technical Lead to design, build, optimize, and operate enterprise-grade virtual agent and agent assist solutions. This role goes beyond initial bot development and focuses heavily on post-production tuning, performance optimization, root-cause troubleshooting, and continuous improvement.The ideal candidate has deep experience with conversational AI platforms (Google CCAI / Dialogflow CX), understands contact center operations, and can diagnose and resolve complex NLU, dialog, integration, and platform issues that impact customer experience and business KPIs.This is a remote opportunity, based in the US.What you'll be doing:CCAI Design & DevelopmentArchitect and develop complex Dialogflow CX solutions using multi-flow designs, reusable sub flows, events, and state managementDesign scalable, maintainable conversational architectures for:Call steeringTask completionAgent assistImplement best practices for intent hierarchy, entity modeling, and routing logicTuning & OptimizationLead NLU tuning and optimization efforts across production bots:Intent collision resolutionPrecision/recall improvementsTraining phrase and entity optimizationAnalyze conversation transcripts to:Reduce fallbacksImprove containmentMinimize unnecessary agent transfersEstablish and run continuous tuning cycles (weekly/monthly)Optimize bots for business KPIs such as:Containment rateAHT reductionTask success rateTroubleshooting & Root Cause AnalysisServe as the technical escalation point for CCAI issues in lower environments and productionTroubleshoot complex issues including:Intent misclassification and confidence threshold failuresContext/session state leakageUnexpected dialog routing behaviorIntegration/API latency or failureSpeech recognition or transcription issuesConduct root-cause analysis across:NLU modelsDialog designBackend servicesContact center integrationsCreate remediation plans that address both symptoms and systemic design flawsPartner with operations and platform teams to stabilize and harden solutionsBackend & Integration EngineeringDesign and implement secure integrations with:CRM systems (Salesforce, ServiceNow, etc.)Ticketing, billing, and order management systemsDevelop middleware using:Cloud Functions / Cloud RunREST and event-driven architecturesImplement robust error handling and graceful degradation within conversationsContact Center Platform IntegrationIntegrate CCAI with enterprise contact center platforms such as:Cisco UCCE / UCMGenesysNICE CXoneFive9Design intelligent handoff strategies:Context-preserving transfersSkill-based routingAI-assisted escalation logicOptimize AI behavior to align with IVR, routing, and agent workflowsAnalytics & ObservabilityLeverage conversation analytics and BigQuery (or equivalent) to:Identify drop-off points and failure patternsMonitor tuning effectiveness over timeBuild or contribute to dashboards tracking:Intent accuracyFallback trendsEscalation reasonsUse data to support architectural and tuning decisions with stakeholdersAdvanced AI & LLM IntegrationIntegrate LLM capabilities where appropriate for:Intent enrichmentSummarizationAgent assistApply prompt engineering and guardrails to ensure:Deterministic behaviorCompliance and data safetyMake informed trade-off decisions between classic NLU and LLM-based approachesTechnical LeadershipOwn end-to-end CCAI architecture decisionsEstablish dialog design, coding, and tuning standardsMentor junior developers and reviewersLead technical design reviews and post-incident retrospectivesCommunicate clearly with business and executive stakeholders on:PerformanceRiskOptimization roadmapsWhat you bring7–10+ years in software engineering or contact center technology3–5+ years hands-on with CCAI / Dialogflow CX (or equivalent)Proven experience tuning production bots with measurable KPI improvementsStrong troubleshooting and root-cause analysis skills in complex systemsSolid experience with APIs, cloud services, and distributed systemsDeep understanding of contact center operations and metricsDesired qualifications and experienceGoogle Cloud Platform certificationsExperience with LLM-augmented conversational systemsBackground supporting enterprise or government customersExperience owning post-go-live optimization and operational support$130,000 - $150,000 a year#LI-BN1#LI-REMOTEPlease note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.Benefits available to eligible employees include the following:- Medical, dental, vision- tax-advantaged health care accounts- financial and income protection benefits- paid time off (PTO) and wellness time off.This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.About UsTTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.#LI-RemoteWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.