Conversational AI Agent Engineer (Google Agents)
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Job Summary
About the Job : We are seeking a skilled Conversational AI Engineer to be a core contributor in designing building testing and deploying conversational experiences using Google Contact Center AI (CCAI) technologies.
In this role you will develop and enhance enterprise-grade chat and voice (IVR) solutions working closely with engineering QA and business teams to deliver scalable reliable and high-quality automation capabilities.
Experience with Dialogflow CX and emerging capabilities such as Playbooks is highly valued as we continue to evolve our conversational AI platform.
Office Location : Toronto
Employment Type : Permanent
Role Type: New position current requirement
Work Location : Hybrid
Key Responsibilities
- Implementation & Development: Build and maintain conversational flows within the chosen Agent platform (e.g. Dialogflow CX Playbooks) including creating intents defining entities designing state handlers and configuring response fulfillment.
- Fulfillment Integration: Develop test and debug fulfillment webhooks (using Python or ) to integrate the Agents with various internal and external APIs and backend services (CRMs databases etc.).
- IVR & Voice Experience: Design and support voice-based conversational flows (IVR) including speech recognition and fallback handling hybrid flows (voice and DTMF) call flow transitions and escalation to live agents
- Testing and QA: Execute rigorous testing protocols including unit testing regression testing and user acceptance testing (UAT) to ensure Agent functionality accuracy and reliability.
- Documentation: Maintain clear and current technical documentation for conversational designs integration specifications and deployment processes.
- Support & Maintenance: Assist the Lead Developer in troubleshooting production issues monitoring Agent performance and applying iterative improvements based on analytical feedback.
- Best Practices Adherence: Follow team standards for Agent governance version control and security practices as directed by the Lead Engineer.
Requirements
Minimum Qualifications
- Software Development & Conversational AI: 7 years of professional software development experience including 2 years focused on building and deploying conversational AI systems (chatbots IVRs or voice bots) for both voice and chat channels.
- Programming & Integration: Practical proficiency in Python or for building fulfillment services custom webhooks and backend logic. Experienced in working with APIs JSON structures and standard web service integration methods to connect virtual agents with backend systems.
- Direct hands-on experience developing with Google Dialogflow and Playbooks.
- Cloud Platforms: Familiarity with the basic architecture of cloud platforms such as Google Cloud Platform (GCP).
- Dialogflow & NLU/NLP: Experience with Dialogflow CX Generators and Playbooks (or similar NLU platforms) including configuring fine-tuning and chaining modules. Strong knowledge of Natural Language Understanding (NLU) and Natural Language Processing (NLP) concepts.
- Generative AI & LLMs: Solid understanding of generative AI concepts including large language models (LLMs) prompt engineering few-shot learning and managing model outputs.
Preferred Qualifications
- Working knowledge of the overall architecture and components of Google Contact Center AI (CCAI).
- Experience designing or supporting IVR/contact centre solutions
- Experience integrating conversational AI solutions with contact center systems (ACD CRM).
- Familiarity with Agile development methodologies and version control systems (Git).
- Bachelors degree in Computer Science or a related technical field.
Benefits
Salary Range: CAD $100000 - $115000/year
The final compensation offered will depend on local market conditions and geographic location as well as job-related factors such as the candidates knowledge skills qualifications relevant experience and education/training. Compensation may also include additional components such as benefits and/or other incentives where accordance with new employment standards requirements we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.
Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals regardless of race color religion sex sexual orientation gender identity national origin age disability protected veteran status aboriginal status or any other legally protected factor.
