AI/ML Engineer

AI/ML Engineer/ Data Scientist

Location: Charlotte, NC

Duration: Long term contract

We are seeking a highly experienced Google Agent Space SME to lead the design, implementation, and optimization of conversational AI solutions using Google’s Agent Space platform. The ideal candidate will have deep expertise in Google Contact Center AI (CCAI), Dialogflow CX, Agent Assist, and NLP/NLU technologies, and will play a key role in transforming customer engagement through intelligent virtual agents and automated workflows.

Responsibilities:

• Serve as the Subject Matter Expert for Google Agent Space and CCAI implementations.
• Design and develop conversational AI solutions including chatbots, voice bots, and virtual assistants.
• Collaborate with cross-functional teams to gather requirements and translate them into scalable Agent Space solutions.
• Provide architectural guidance and best practices for secure, compliant, and scalable deployments.
• Integrate Agent Space with contact centre platforms (e.g., Genesys, Avaya, Cisco, NICE) and backend systems via APIs.
• Utilize Dialogflow CX, Agent Assist, and Speech-to-Text APIs to build intelligent workflows.
• Conduct performance tuning, monitoring, and troubleshooting of deployed solutions.
• Mentor developers and guide technical teams in implementing AI/ML-driven contact center solutions.
• Prepare technical documentation, design artifacts, and operational support guides.

Requirements:

• 10+ years of overall IT experience, with 3–5 years in Conversational AI and Google CCAI platforms.
• Hands-on experience with Google AgentSpace, Dialogflow CX, and Agent Assist.
• Strong understanding of NLP, NLU, and AI/ML models used in conversational design.
• Experience with Google Cloud Platform, APIs, microservices, and cloud integration.
• Proficiency in Python, Java, or Node.js for bot development and backend integration.
• Familiarity with IVR platforms, contact center technologies, and omnichannel engagement.
• Experience with CI/CD pipelines, DevOps practices, and monitoring tools.
• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• Google Cloud certifications (e.g., CCAI, Dialogflow, Professional Cloud Architect).
• Experience in banking/financial services or other regulated industries.
• Knowledge of data security, compliance, and governance standards in BFSI.