Google CES Engineer

Overview

Join our IT team, advance your career, and seize the opportunity as a Digital Employee Experience Google CES Engineer. We foster a culture of knowledge sharing and actively seek innovative thinkers who aim to shape the future. In this role, you will gain valuable experience into our business operations and have the opportunity to be an integral part of something big!The Google Engineer for Customer Engagement Suite (CES) is a visionary and hands-on technical leader responsible for designing, implementing, and optimizing enterprise-scale solutions using Google's Contact Center as a Service (CCaaS) and Contact Center Artificial Intelligence (CCAI) platforms. This individual will define technical standards, ensure architectural integrity, and guide customers through their digital transformation journeys, leveraging the latest advancements in Google Cloud technologies.

Responsibilities

Core 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

Required Education/Experience

- 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

Relevant Work 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.

Skills and Abilities

- Ability to build strong customer relationships

- Excellent collaboration and team building skills

- Well organized, detail oriented and flexible to handle multiple assignments

Licenses and Certifications

- Driver's License Required

- Other: Google Cloud certifications such as Professional Cloud Architect, Professional Collaboration Engineer, or relevant specializations. Preferred

Physical Demands

- 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

Additional Physical Demands

- 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.