Join RapidScale, a leader in secure and reliable managed cloud solutions, where innovation is driven by exceptional talent. We empower businesses of all sizes to simplify their IT landscape and leverage technology for a competitive edge. As part of the esteemed Cox family of companies, we offer unparalleled benefits and a commitment to work-life balance in an award-winning workplace.
About the Role: We are looking for a talented Google CCAI and UJET Implementation Solutions Engineer to join our dynamic team. In this pivotal role, you will spearhead successful customer implementations of cutting-edge AI-powered contact center as a service (CCaaS) solutions. Your strong background in contact centers, excellent communication skills, and results-driven mindset will make you an ideal fit.
Responsibilities: - Define and manage project scope to ensure timely and cost-effective delivery.
- Implement the full CCAI / CES solution stack, including configuration, integration, and testing.
- Collaborate closely with customers and internal teams to ensure seamless integration.
- Manage customer expectations and effectively resolve implementation challenges.
- Develop and deliver comprehensive training materials and conduct training sessions.
- Oversee solution launches and obtain customer sign-off.
- Transition completed projects to the Support team.
- Simultaneously work on multiple projects with diligence.
- Stay updated on Google CCAI / CES product enhancements and industry best practices.
- Contribute to the enhancement of RapidScale's implementation processes.
- Document customer solutions and create thorough project documentation.
Required Skills: - Google CCAI / CES and UJET CCaaS Expertise: In-depth knowledge of the Google CCAI platform (now Google CCaaS) and Google CCAI / CES AI services, including Dialogflow CX, Insights, and Agent Assist.
- Integration Skills: Proven experience integrating CCAI and UJET with CRMs, BYOC, email, and familiarity with Google CCAI platform / Google CCaaS Web SDK and Mobile SDK.
- Development Skills: Proficient in Python with the capability to develop processes for redacting sensitive content on call recordings and transcripts, creating training models for CCAI Insights and Agent Assist, as well as integrating solutions via APIs.
- Communication & Collaboration: Strong written and verbal communication skills, interpersonal abilities, and a collaborative approach.
- Project Management: Capability to manage multiple projects, meet deadlines, and tackle problems effectively.
Experience: - 5+ years of experience in implementing Google CCAI / CES and UJET solutions.
- Experience with other conversational AI platforms (e.g., Amazon Lex, IBM Watson) and CCaaS platforms (e.g., Genesys, Amazon Connect, RingCX) is an advantage.
- Familiarity with CRMs (Salesforce, Zendesk, etc.) and SaaS reporting tools (BigQuery and Looker).
- Demonstrated experience in managing customer projects successfully.
- Strong analytical and problem-solving capabilities.
Requirements: - Bachelor's degree in a related discipline with 6 years of relevant experience; equivalent combinations of education and experience will also be considered.
- 3+ years of hands-on experience with Google CCAI Platform / Google CCaaS / UJET implementations.
- 5+ years of experience in a technical consultant role.
- Exceptional communication and interpersonal skills.
- Ability to thrive in a team-oriented environment.
- Willingness to travel occasionally.
The salary range for this role is USD 119 400.00 per year, with potential for additional performance-based incentives.
Our Commitment: We offer unparalleled flexibility for vacation, seven paid holidays, and up to 160 hours of paid wellness time annually for personal or family wellness. Additional paid leave options include bereavement, voting, jury duty, volunteering, military service, and parental leave.
Applicants must be authorized to work in the United States for any employer without current or future sponsorship.
Join Us at Cox Communications: Cox is the largest private telecom company in America, proudly serving six million homes and businesses. Our commitment to our employees and our award-winning culture make us a sought-after employer in the industry. If you're ready to be part of a team that champions innovation and technology, we want you with us.
Cox Communications is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status, genetic information, or any other protected characteristic.
Please note: Cox accepts resumes only from agencies with which we have formal agreements. Unsolicited resumes will not be accepted.