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

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.
  • Implementing and testing API Tools.
  • Understanding of underlying models (like Gemini) and responsible AI principles.
• Conversational Design & NLU: Strong understanding of conversation design principles for both deterministic and generative interactions, intent classification, entity extraction, and NLU tuning best practices.
• Integration Skills: Proven experience integrating DialogFlow CX with external systems using REST/JSON APIs, webhooks. Experience developing or scripting integrations (e.g., using Google Cloud Functions).
• Development Skills: Proficiency in Python is highly desirable for building integrations (webhooks, Cloud Functions, 3rd party tools). Familiarity with other scripting languages a benefit.
• Google Cloud Platform: Working knowledge of relevant GCP services like Cloud Functions, IAM, Cloud Logging/Monitoring, Firestore/BigQuery, Google Cloud Storage.
• Communication & Collaboration: Excellent written/verbal communication, strong interpersonal skills, ability to explain technical concepts clearly, and work effectively in a team and with clients.
• Problem-Solving: Strong analytical and troubleshooting skills to diagnose and resolve issues in complex conversational flows and integrations.

Preferred Skills:

• Experience configuring or integrating with AudioCodes LiveHub or similar SIP/telephony gateway solutions.
• Experience with workflow automation tools for integration setup and management (e.g., n8n).
• Experience with Google cloud data visualization/reporting tools (e.g., Looker).
• Experience integrating DialogFlow CX with third-party CCaaS platforms (e.g., Genesys Cloud, RingCX, Avaya) using native connectors or APIs.
• Familiarity with other Conversational AI platforms (e.g., Amazon Lex, Microsoft Bot Framework).
• Relevant Google Cloud certifications (e.g., Professional Cloud Architect, Professional Data Engineer, Professional Machine Learning Engineer)

Educational & Skills Requirements:

• 5+ years of demonstrable experience developing complex Dialogflow CX Virtual Agents (Voice and Chat), including delivering agents with both deterministic and generative capabilities.
• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field.
• Strong analytical and problem-solving skills.
• Require limited supervision and direction; drive results and set priorities independently.
• Ability to work on a 24x7 on-call rotation schedule.
• Flexible work hours

USD 119,600.00 - 199,400.00 per year
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.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
In California, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.
Application Deadline: 06/30/2025