Lead AI Ops Engineer (GenAI)

We are seeking a GenAI & AI Ops Engineer to build, operate, and optimize AI-powered customer engagement systems using Google Cloud Contact Center AI (CCAI) and Generative AI technologies.This role focuses on ensuring the reliability, scalability, and performance of conversational AI solutions including Dialogflow CX virtual agents, Agent Assist, and LLM-powered assistants across digital and voice channels. You will work with AI engineers, DevOps teams, and contact center stakeholders to deliver high-quality AI-driven customer experiences.

Key Responsibilities:

1. Conversational AI Operations:

• Deploy and manage Google Cloud CCAI solutions including Dialogflow CX virtual agents and Agent Assist.
• Monitor and optimize conversational flows, intent accuracy, and containment rates.

2. GenAI & LLM Operations:

• Operate LLM-powered assistants and knowledge-grounded chatbots.
• Manage prompt templates, RAG pipelines, and knowledge integrations.
• Monitor metrics such as response quality, hallucination rate, and latency.

3. Monitoring & Reliability:

• Implement observability using Cloud Monitoring, Logging, and BigQuery analytics.
• Troubleshoot conversational AI issues and support incident response.

4. Integration & Automation:

• Integrate AI assistants with enterprise systems such as CRM, ticketing systems, and knowledge bases.
• Develop APIs, webhooks, and automation for AI workflows.

5. AI Lifecycle Management:

• Manage CI/CD pipelines, versioning, and releases for AI agents, prompts, and knowledge bases.
• Conduct testing and continuous improvement of AI performance.