Lead Cloud Engineer, Google Conversational Agents - DialogFlow CX (RapidScale)

Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Lead Cloud Engineer

Management Level

Manager - Non People Leader

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $119,600.00 - $199,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage.  As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.       

Job Summary:

We are seeking a highly skilled Conversational Agent (DialogFlow CX) Engineer to be a foundational member to join our AI for CX team. You will be responsible for designing, developing, testing, and implementing cutting-edge conversational AI solutions using Google Cloud's Conversational Agents (DialogFlow CX) platform and its integrated generative AI capabilities (leveraging Vertex AI). This role requires a deep understanding of DialogFlow CX, conversational design principles (for both deterministic and generative interactions), NLU tuning, prompt engineering, and integrating these solutions with telephony systems (like AudioCodes LiveHub) and client backend applications.

Duties and Responsibilities: (Essential Duties include but are not limited to):

• Design, develop, test, and implement end-to-end Virtual Agent solutions using Google Conversational Agents (DialogFlow CX), including deterministic flows and generative features (Playbooks, Data Stores).
• Collaborate with clients and internal teams during discovery and design phases to define requirements, user journeys, and conversational flows (voice and chat).
• Configure and tune all aspects of DialogFlow CX agents: Flows, Pages, Intents, Entities, State Handlers, Parameters, Webhooks, etc.
• Design, configure, and optimize generative components: craft effective prompts and instructions for Playbooks/Generators; configure and manage Data Stores (using Vertex AI Search and Conversation) for Retrieval-Augmented Generation (RAG); implement API Tools.
• Develop and manage integrations between DialogFlow CX and other systems using APIs, webhooks, and Google Cloud Functions (or similar integration tools like n8n).
• Integrate Virtual Agents with 3rd party telephony systems, specifically configuring and leveraging AudioCodes LiveHub features where applicable.
• Define and implement automated testing strategies within DialogFlow CX; execute comprehensive test plans covering functional, NLU, integration, and generative AI aspects (quality, safety, grounding).
• Analyze agent performance data, conversation logs, and test results to identify areas for improvement and perform iterative optimization.
• Configure basic monitoring and alerting for deployed agents using Google Cloud Operations Suite.
• Manage agent versions and deployments across different environments (Dev, QA, UAT, Prod).
• Stay current on Google Conversational Agents (DialogFlow CX), relevant Vertex AI updates, and conversational AI best practices.
• Collaborate closely with Project Managers, clients, SMEs, and external partners to ensure successful project delivery.
• Create and maintain technical documentation (design specs, configuration guides).

Technical Skill Requirements

Qualifications:

• Conversational Agents (DialogFlow CX) Expertise: Deep, hands-on experience designing, building, testing, and deploying complex, large-scale voice and chat virtual agents using DialogFlow CX. Proven ability with all core components (Flows, Pages, Intents, Entities, Fulfillment, Webhooks, Environments, Testing, etc.).
• Generative AI Integration: Strong understanding and practical experience with configuring and integrating Google's generative AI features within DialogFlow CX, including:
  • Vertex AI Search and Conversation (for Data Stores / RAG).
  • Playbooks / Generators and prompt engineering techniques.
  • Imp