| Urgent Need-Google CCAIP (Contact Center AI Platform) Platform Support Team Lead at Center, Colorado, USA |
| Email: [email protected] |
| From: SAPNA, ITECS [email protected] Reply to: [email protected] Role: Google CCAIP (Contact Center AI Platform) Platform Support Team Lead 1 role available Location: Remote (PST Time zone) Start: Early October Rate: $ 45-$ 50/hr C2C Description: Client is looking for a CCAI Platform support desk team lead to manage a team of support agents providing round the clock support to a Google CCAI customer. As a CCAIP Platform Support Engineer Team Lead, you will play a pivotal role in designing, developing, and maintaining the infrastructure, integrations, and support playbooks for a Google CCAIP (Contact Center AI Platform) support desk team. Manage and direct a CCAIP instance in a growing environment implementing CCAIP for call center and Dialog Flow functions as they upgrade and expand over legacy platforms. The initial customer is a high-profile public sector county government. Expecting to grow this model to accommodate other customers in the future. Act as the subject matter expert and central point of contact for CCAI Issues and performance to multiple customer stakeholders. Lead and manage a group of support personnel focused on CCAIP operations and support to customer departments and call centers. Drive the implementation of support and best practices approaches for CCAIP with the customer to maximize their benefit from the platform Maintain a strong customer relationship, building trust and confidence with peer engineering groups and customer department leads. Maintain support quality and monitor adherence to SLAs and SLOs. Requirements Platform Monitoring and Maintenaince: Maintain the underlying infrastructure and platforms that support Google Cloud CCAIP Ensure the scalability, reliability, and performance of the platform Monitor metrics Collaborate with call center customers and department leads to understand requirements and translate them into technical solutions. Optimize platform performance and efficiency. Lead the team in monitoring and alerting of system performance and call metrics Produce reports as needed to the customer and account team Make recommendations based on observations for intent improvements in Dialog Flow or call routing Integration with External Systems: Support Integration of CCAIP with other systems, such as contact center software and PBX, CRM systems, and messaging platforms. Monitor and maintain APIs and connectors to facilitate data exchange and communication. Help maintain technical design documentation for the CCAIP platform through architectural changes and growth Performance Optimization: Support and maintain CCAIP Insights and integration in Big Query and Looker for analytics Monitor and analyze the performance of the CCAIP platform to identify bottlenecks and areas for improvement. Implement optimizations to enhance platform performance and efficiency. Troubleshooting and Support: Diagnose and resolve technical issues related to the CCAIP platform. Provide technical support to other teams and users. Oversee creation of support documentation and processes to improve the efficiency of service desk calls related to CCAI Provide notification, updates and root cause analysis of platform issues in accordance with customer process and severity levels Coordinate escalation and collaboration with Google and other infrastructure and platform teams to facilitate resolution of issues Advocate and represent CCAIP as a platform to the customer lines of business Stay Updated: Keep up-to-date with the latest advancements in AI, machine learning, and cloud technologies. Communicate platform changes and identify potential service impacts the customer via communication plans Interact with the account team to discuss and recommend service changes as the size and scope of the engagement grow Qualifications 5+ years of experience managing or supervising support/helpdesk team members 3+ years of experience working in cloud infrastructure and applications, ideally in GCP Experience in with call center / PBX systems (Cisco, Genesys, etc) Strong experience with cloud platforms (e.g., GCP, AWS, Azure). Proficiency in programming languages such as Python, Java, or C++. Excellent problem-solving and troubleshooting skills. Strong communication and collaboration skills. Experience building and refining service delivery for software platforms Preferred Qualifications: Experience with CCAI / CCAIP contact center technologies and platforms. Knowledge of CCAI and its components. Knowledge of Google Cloud Platform or other public cloud platforms Experience with public sector customers Software development experience Time zone / Shift Expected to be available M-F during regular business hours in US Pacific Time On-call coverage expectations ------------------------------------------------------------------------------------------------------------------------------------------------------ Keywords: cplusplus artificial intelligence Urgent Need-Google CCAIP (Contact Center AI Platform) Platform Support Team Lead [email protected] |
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| Wed Oct 02 14:36:00 UTC 2024 |