Job Description

Dialogflow-Conversational AI Engineer | 4 TO 6 Years | Bangalore

Responsibilities: -

• Serve as a point of escalation for complex technical issues related to Dialogflow CX implementations.
• Analyse and diagnose escalated problems, working closely with development and engineering teams to provide timely resolutions.
• Collaborate with cross-functional teams to identify and address root causes of recurring issues and implement preventive measures.
• Maintain clear and concise communication with customers throughout the escalation process.
• Proactively identify and address recurring issues by collaborating with Tier 1 and Tier 2 support teams to improve knowledge transfer and prevent escalations.
• Work with product managers and engineers to translate customer insights into actionable product improvements.
• Deep dive into different metrics and charts available in the Dialogflow Analytics and solve potential issues proactively.
• Identify trends and patterns in user interactions and inform the enhancements in conversation design and overall user experience.
• Analyse customer feedback and escalations to identify potential bugs, feature gaps, and areas for product improvement in Dialogflow.
• Understand APIs, integrations, and common deployment patterns for Dialogflow agents.
• Contribute to the development and maintenance of knowledge base articles and best practices for Dialogflow escalation support.
• Leverage Dialogflow's A/B testing feature to experiment with different versions of your agent's responses, intents, and entities.
• Analyse historical data and trends to proactively identify potential risks and areas for improvement.
• Using M/L concepts to interpret chatbot performance and identifying potential biases.
• Stay up to date with the latest Dialogflow releases and feature updates.

Primary Skills

Qualifications: -

• Bachelor’s degree in computer science, Software Engineering, or related field (preferred).
• 4+ years of experience in development/technical support role on cloud platform.
• 3+ experience in designing, implementing, integrating and supporting the conversational interfaces using Dialogflow CX
• Strong programming skills in languages such as Python, JavaScript, or Node.js.
• Possess in-depth knowledge of Dialogflow architecture, features, limitations, and best practices.
• Strong understanding of natural language processing (NLP) concepts and machine learning principles (a plus).
• Proven ability to analyse complex technical problems, diagnose root causes, and develop solutions.
• Understanding of serverless computing concepts and Google Cloud Platform services
• Strong written and verbal communication skills, adept at explaining complex technical concepts to non-technical audiences.
• Prior experience in design, develop, implement and troubleshooting of IVR solution.
• Experience with SQL/NoSQL databases and API Integration.
• Hands on experience using in Cloud Logging features and functionalities.
• Experience with knowledge base creation and documentation writing.
• Experience working with bug tracking systems and development teams.
• Experience in DevOps and CI/CD pipeline.
• Familiarity with data analysis basics like descriptive statistics and data visualization

Preferred Skills: -

• Dialogflow & GCP certification is a plus.
• Good Knowledge of machine learning concepts and techniques
• Familiarity with Generative AI Framework (a plus)
• Experience on Genesys/Cisco/Avaya/Amazon Connect Contact Center solution.
• Vertex AI experience (a plus)
• Hands-on involvement in Point of Sale (POS) integration (a plus).

Skills (competencies)