Google CES Engineer

Overview

Responsibilities

• Architect, design, and implement contact center solutions that leverage Google CCaaS and CCAI, ensuring they meet enterprise-grade performance, security, and scalability requirements.
• Collaborate with stakeholders, engineers, and product teams to gather requirements, analyze business processes, and translate them into solid technical solutions.
• Lead end-to-end deployment and integration of Google CCaaS and CCAI, including conversational AI, virtual agents, agent assist, and speech analytics modules.
• Act as the Subject Matter Expert to stakeholders, demonstrating thought leadership in CCaaS/CCAI technology and cloud transformation initiatives.
• Mentor and guide engineering teams, fostering innovation and excellence in solution delivery.
• Design and oversee integrations with legacy systems, CRM platforms, and third-party applications via APIs and microservices.
• Monitor system performance, recommend enhancements, and adopt emerging Google Cloud technologies to drive continuous improvement.
• Ensure solutions align with enterprise governance, compliance, risk management and cyber security frameworks.
• Provide high-level support for critical incidents, troubleshoot architectural issues, and lead root cause analysis efforts.
• Must be flexible and able to work off-hours as required to support deployments, resolve issues and respond to corporate emergencies.

Qualifications

• Master's Degree Information Technology, Computer Science, or Engineering and A minimum of 3 years of IT experience or
• Bachelor's Degree Information Technology, Computer Science, or Engineering and A minimum of 5 years of IT experience or
• Associate's Degree Information Technology, Computer Science, or Engineering and A minimum of 7 years of IT experience or
• High School Diploma/GED and A minimum of 10 years of IT experience

• Solid understanding of core GCP concepts, including setting up projects, understanding billing, and IAM (Identity & Access Management), with hands-on experience in roles, service accounts, and least-privilege design, required.
• Familiarity with Infrastructure as Code (IaC) using tools such as Terraform or Deployment Manager to enable scalable and automated deployments, required.
• Experience with Monitoring and Logging, including configuring dashboards, alerts, and incident response processes to ensure system reliability, required.
• Proven expertise in implementing Google CCaaS and CCAI platforms, with hands-on experience in configuring, deploying and optimizing these technologies, required.
• Familiarity with the Google Cloud platform ecosystem, including Compute Engine, Cloud Functions, Pub/Sub, Cloud Storage, and apply cyber security best practices, required.
• Strong understanding of call routing, IVR, speech recognition, agent assist, analytics, reporting, and omnichannel capabilities, required.
• Experienced in integrating cloud-based contact center platforms with CRM, ticketing systems, and custom enterprise applications, required.
• Experienced in designing RESTful APIs and integrating with third-party services using modern architectures (microservices, event-driven design, etc.), required.
• Practical knowledge of privacy frameworks and implementation of role-based access control, encryption, and data governance, required.
• Demonstrated ability to lead cross-functional teams on complex technical projects from concept through delivery, required.
• Ability to explain technical concepts to stakeholders and translate business needs into successful technical outcomes, required.
• Experience with AI/ML frameworks and natural language processing platforms is preferred.

• Ability to build strong customer relationships
• Excellent collaboration and team building skills
• Well organized, detail oriented and flexible to handle multiple assignments

• Driver's License Required
• Other: Google Cloud certifications such as Professional Cloud Architect, Professional Collaboration Engineer, or relevant specializations. Preferred

• Ability to push, pull, and lift up to 40 pounds
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday
• Ability to read small print and symbols

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.