Technical Lead

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 & Development Architect and develop complex Dialogflow CX solutions using multi-flow designs, reusable sub flows, events, and state management Design scalable, maintainable conversational architectures for: Call steering Task completion Agent assist Implement best practices for intent hierarchy, entity modeling, and routing logic Tuning & Optimization Lead NLU tuning and optimization efforts across production bots: Intent collision resolution Precision/recall improvements Training phrase and entity optimization Analyze conversation transcripts to: Reduce fallbacks Improve containment Minimize unnecessary agent transfers Establish and run continuous tuning cycles (weekly/monthly) Optimize bots for business KPIs such as: Containment rate AHT reduction Task success rate Troubleshooting & Root Cause Analysis Serve as the technical escalation point for CCAI issues in lower environments and production Troubleshoot complex issues including: Intent misclassification and confidence threshold failures Context/session state leakage Unexpected dialog routing behavior Integration/API latency or failure Speech recognition or transcription issues Conduct root-cause analysis across: NLU models Dialog design Backend services Contact center integrations Create remediation plans that address both symptoms and systemic design flaws Partner with operations and platform teams to stabilize and harden solutions Backend & Integration Engineering Design and implement secure integrations with: CRM systems (Salesforce, ServiceNow, etc.) Ticketing, billing, and order management systems Develop middleware using: Cloud Functions / Cloud Run REST and event-driven architectures Implement robust error handling and graceful degradation within conversations Contact Center Platform Integration Integrate CCAI with enterprise contact center platforms such as: Cisco UCCE / UCM Genesys NICE CXone Five9 Design intelligent handoff strategies: Context-preserving transfers Skill-based routing AI-assisted escalation logic Optimize AI behavior to align with IVR, routing, and agent workflows Analytics & Observability Leverage conversation analytics and BigQuery (or equivalent) to: Identify drop-off points and failure patterns Monitor tuning effectiveness over time Build or contribute to dashboards tracking: Intent accuracy Fallback trends Escalation reasons Use data to support architectural and tuning decisions with stakeholders Advanced AI & LLM Integration Integrate LLM capabilities where appropriate for: Intent enrichment Summarization Agent assist Apply prompt engineering and guardrails to ensure: Deterministic behavior Compliance and data safety Make informed trade-off decisions between classic NLU and LLM-based approaches Technical Leadership Own end-to-end CCAI architecture decisions Establish dialog design, coding, and tuning standards Mentor junior developers and reviewers Lead technical design reviews and post-incident retrospectives Communicate clearly with business and executive stakeholders on: Performance Risk Optimization roadmaps What you bring 7–10+ years in software engineering or contact center technology 3–5+ years hands-on with CCAI / Dialogflow CX (or equivalent) Proven experience tuning production bots with measurable KPI improvements Strong troubleshooting and root-cause analysis skills in complex systems Solid experience with APIs, cloud services, and distributed systems Deep understanding of contact center operations and metrics Desired qualifications and experience Google Cloud Platform certifications Experience with LLM-augmented conversational systems Background supporting enterprise or government customers Experience owning post-go-live optimization and operational support $130,000 - $150,000 a year #LI-BN1 #LI-REMOTE Please 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 Us TTEC 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-Remote We 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.