What are the responsibilities and job description for the Google CCAI / Dialogflow CX Consultant position at ITMC Systems, Inc?
Job Title: Google CCAI / Dialogflow CX Consultant
Location: Phoenix, AZ
Job Type: w2 Contract Position
Role Summary
We are seeking an experienced Google CCAI / Dialogflow CX Consultant to design and implement enterprise-scale Contact Center as a Service (CCaaS) and Intelligent Virtual Agent (IVA) solutions. The ideal candidate will have deep expertise in Google CCAI, Dialogflow CX, Five9, and Google Cloud Platform (GCP), with strong architecture, integration, cloud security, and stakeholder management skills.
Key Responsibilities
- Design and implement scalable Google CCAI / Dialogflow CX solutions, including conversational IVR, NLU/NLP, intent modeling, flow orchestration, and webhook integrations.
- Architect and optimize Five9 CCaaS solutions, including ACD, skills-based routing, omnichannel, dialer, and campaign management.
- Build secure and resilient cloud solutions on GCP using GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery, and Terraform.
- Lead integrations with CRM, CTI, APIs, SIP/WebRTC, and enterprise applications.
- Implement CI/CD pipelines, DevOps practices, GitHub Actions, and observability frameworks.
- Ensure security, compliance, and governance using IAM, OAuth, RBAC, encryption, PCI, and HIPAA standards.
- Collaborate with business and technical stakeholders to drive successful solution delivery.
Required Skills
- Google CCAI & Dialogflow CX
- Five9 CCaaS
- Google Cloud Platform (GCP)
- Terraform, GitHub Actions, CI/CD
- APIs, Webhooks, SIP/WebRTC
- OAuth, IAM, Cloud Security
- Architecture Design & Solution Modeling
- Strong communication and stakeholder management