Position: CCAI Developer
Location: Remote in Canada. Must be eligible to work in Canada.
Employment: Permanent or contractual
Key Responsibilities:
Design and maintain advanced Dialogflow ES/CX agents, including the development of multi-turn conversational flows, intents, entities, and fulfillment logic for voice and chat experiences.
Craft effective and natural conversational scripts, optimized for accurate Natural Language Understanding (NLU) and resilient error-handling strategies.
Deploy and manage Google Cloud Contact Center AI (CCAI) solutions for both chatbots and voice assistants, ensuring seamless customer engagement across channels.
Integrate Dialogflow ES/CX and CCAI with enterprise backend systems via APIs to enable end-to-end automation and data synchronization.
Conduct user research and analyze interaction data (e.g., chat transcripts, performance logs) to uncover pain points and drive iterative improvements in the conversational experience.
Qualifications:
3–5 years of hands-on experience with Dialogflow CX, IBM Watson, or Amazon Lex, including deployment, optimization, and maintenance of production-grade virtual agents.
Strong understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and Large Language Models (LLMs).
Proficiency in programming languages — particularly Python — for Dialogflow CX fulfillments and integrations.
Background in conversational design, UX writing, or content strategy with a focus on human–AI interaction.
Familiarity with conversation analytics (e.g., confusion matrix, containment rate, deflection rate) and the ability to apply insights to improve performance.
Proficient in visualizing conversational flows using tools such as Figma or Miro.
Experience with performance tuning to enhance agent effectiveness.
Exceptional written and verbal communication skills, with the ability to craft natural, empathetic, and brand-aligned dialogue.
Preferred Attributes:
Bilingual (English/French).
Demonstrated portfolio of Conversational AI projects.
Ability to manage multiple projects concurrently with strong attention to detail and commitment to excellence.
Analytical mindset with strong problem-solving abilities to identify and resolve conversation-related issues.
Team-oriented with excellent collaboration skills across both technical and non-technical teams.
Strong mentorship skills and a willingness to support and elevate other team members.
Education:
Bachelor’s degree in Computer Science, Artificial Intelligence, Machine Learning, Linguistics, Cognitive Science, or a related field.
Job Types: Full-time, Permanent, Fixed term contract
Contract length: 12 months
Pay: $85.00-$120.00 per hour
Work Location: Remote