Industry Solutions Consultant, Contact Center AI, Google Cloud

XNote: By applying to this position you will have an opportunity to share your preferred working location from the following: Austin, TX, USA; Atlanta, GA, USA; Chicago, IL, USA; Addison, TX, USA; Reston, VA, USA.

Minimum qualifications:

• Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience.

• 5 years of experience in technical project management, stakeholder management, professional services, solution engineering or technical consulting, and 1 year of experience in technical leadership.

• 4 years of experience developing solution architectures for Contact Centers and customer-facing digital experiences like web and mobile applications and emerging human/computer interfaces.

• 1 year of experience in technical troubleshooting and writing code in one or more programming languages.

Preferred qualifications:

• Experience designing and configuring Contact Center solutions (e.g., UJET, CCAI Platform).

• Understanding of call center and digital ecosystem KPIs and analytics solutions to monitor and track those KPIs.

• Understanding of cognitive AI, natural language understanding (NLU), speech to text/TTS, machine learning.

• Understanding of call center ecosystem, virtual agents and agent handoff, contact center desktop ecosystem, and related emerging customer experiences.

• Familiarity with Google technologies like Apigee, DialogFlow, Google Compute solutions, Looker, BigQuery, Dataflow, and Pub/Sub.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business - all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers - developers, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

The US base salary range for this full-time position is $142,000-$211,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Lead the scoping and technical delivery of complex omni-channel Contact Center AI (CCAI) Industry Solutions engagements covering program assurance, verification, and validation, driving exceptional customer satisfaction.

• Work with Sales/partner leads and technical stakeholders to translate complex customer requirements into appropriate Conversational AI Solution architectures, SOWs, and project and staffing plans.

• Work with Product and Engineering teams to develop CCAI Solution delivery strategies and methodologies, and consolidate lessons learned into a curated knowledge base to support global scaling of Industry Solutions.

• Recommend and document migration paths, integration strategies, and application architectures required to successfully implement complete CCAI solutions using best practices on Google Cloud.

• Develop deep expertise in virtual agent development and advocate for Google's solutions among Google's customers, partners, and internal stakeholders.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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