Google CCAIP Technical Analyst

We are seeking a highly experienced Sr. Business Analyst with 12 to 16 years of experience to join our team. The ideal candidate will have expertise in Visio IVR Google Dialog Flow CX and Google CCAI Platform. The candidate will play a crucial role in regulatory business analysis ensuring compliance and optimizing business processes.

Cognizant's 'Customer service Transformation' team is part of Cognizant's Enterprise Platform Services (EPS). This is transforming rapidly, thanks to expanding digital technologies, AI-driven self-service, and the adoption of cloud. Contact centers have re-shaped into experience centers that deliver pro-active, hyper-personalized services. At Cognizant, you will join a dynamic team that helps create a contact center that remodels traditional customer journeys, selects the right platforms and infuses next-gen technologies to drive better business outcomes for our clients.

Location: Irving, TX. This is an onsite role

Experience: 12 - 16 Years

Salary and Other Compensation:

The annual salary for this position is between $135,000 and $160,000 depending on the experience and other qualifications of the candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

* Paid holidays plus Paid Time Off

* Medical/Dental/Vision/Life Insurance

* 401(k) plan and contributions

* Long-term/Short-term Disability

* Paid Parental Leave

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Job Summary & Responsibilities

The Google Cloud CCAI (Contact Center AI) Conversational Designer is responsible for designing, effective conversational AI solutions using Google Cloud's Contact Center AI platform. You will work closely with clients to understand their needs, design conversational flows, build integrations with Agent Assist, and ensure optimal performance and scalability. This role requires a strong understanding of conversational design principles, Google Cloud Platform (GCP) services, and development best practices.

Some responsibilities shared below -

Design and develop conversational flows using Dialogflow CX, incorporating best practices for dialogue flow, branching logic, error handling, and persona development.

Craft engaging and effective conversational copy.

Conduct user research and testing to optimize conversational experiences