Conversational AI Engineer

We are seeking an experienced Conversational AI Engineer with strong Telecom/Contact Center experience and expertise in Google Dialogflow CX / CX Agent Studio. The ideal candidate will own conversational design, intent taxonomy, production quality, and release management while serving as the primary technical contact for client stakeholders.

Key Responsibilities

• Own and govern a production intent taxonomy of 150+ intents.
• Design and optimize conversational flows, prompts, parameters, and fulfillment logic.
• Build and manage generative/agentic AI capabilities including Playbooks, Generators, Data Store Agents, tools/connectors, and guardrails.
• Lead root-cause analysis for no-match, fallback, misroute, and escalation issues.
• Manage regression testing, evaluation datasets, and production release readiness.
• Coordinate deployments across Dev, Staging, and Production environments.
• Partner with business and technical stakeholders to translate requirements into conversational solutions.
• Mentor and quality-review offshore engineering resources.

Required Skills

• 4+ years of production Conversational AI experience.
• 2+ years of Google Dialogflow CX / CX Agent Studio or equivalent.
• Experience managing 150+ intents in a contact center environment.
• Strong Generative AI / Agentic AI experience.
• Telecom, cable, or subscription-services experience preferred.
• Experience with testing, evaluation, versioning, and release management.
• Google Cloud Conversational Agents/CES certification preferred.