Senior Conversational AI Engineer - Google at Ontrac Solutions

Ontrac Solutions is a leading technology consulting firm specializing in cutting-edge solutions that drive business transformation. We partner with organizations to modernize their infrastructure, streamline processes, and deliver tangible results.

Our client is actively seeking a Conversational AI Engineer with deep hands-on experience in Google Contact Center AI (CCAI) to join a high-impact digital transformation project via a GCP Premier Partner. As part of a staff augmentation model, you will be embedded within the client’s technology or contact center innovation team, delivering scalable virtual agent solutions that improve customer experience, agent productivity, and call deflection.

Key Responsibilities:

• Lead the design and buildout of Dialogflow CX/ES agents across chat and voice channels.

• Integrate virtual agents with client systems and platforms (e.g., Genesys, Twilio, NICE CXone, Salesforce).

• Develop fulfillment logic using Google Cloud Functions, Cloud Run, and backend integrations (via REST APIs and webhooks).

• Collaborate with stakeholders to define intent models, entity schemas, and user flows.

• Implement Agent Assist and CCAI Insights to augment live agent productivity.

• Leverage Google Cloud tools including Pub/Sub, Logging, and BigQuery to support and monitor the solution.

• Support tuning, regression testing, and enhancement of NLP performance using live utterance data.

• Ensure adherence to enterprise security and compliance requirements.

Required Skills & Qualifications:

• 3+ years developing conversational AI experiences, including at least 1–2 years with Google Dialogflow CX or ES.

• Solid experience across GCP services (Functions, Cloud Run, IAM, BigQuery, etc.).

• Strong skills in Python or Node.js for webhook fulfillment and backend logic.

• Knowledge of NLU/NLP modeling, training, and performance tuning.

• Prior experience working in client-facing or embedded roles via consulting or staff augmentation.

• Ability to communicate effectively with technical and business stakeholders.

Nice to Have:

• Hands-on experience with Agent Assist, CCAI Insights, or third-party CCaaS tools (Genesys, Twilio Flex, NICE CXone).

• Familiarity with Vertex AI, AutoML, or other GCP ML services.

• Experience in regulated industries (healthcare, finance, insurance, etc.).

• Google Cloud certification in Cloud Developer or CCAI Engineer.