Job Summary
Serve as a senior developer specializing in Google Contact Center AI solutions designing and implementing robust conversational experiences using Google CCAI Platform Google Insights and Google Info Bot to enhance customer service outcomes for global clients in a hybrid work setting while applying property and casualty insurance knowledge where applicable and collaborating closely with cross functional teams.
Responsibilities
- Design high quality conversational flows on Google CCAI Platform that deliver intuitive customer journeys and reduce call handling time for complex service scenarios in a day shift hybrid working environment.
- Develop configure and optimize Google Info Bot interactions so that users receive accurate context aware responses that improve first contact resolution and overall satisfaction across supported channels.
- Implement advanced dialog management logic that manages fallbacks handoffs and error handling gracefully ensuring robust performance for both simple and highly complex customer intents.
- Integrate Google CCAI components with enterprise back end services and APIs to provide real time access to customer data policy details and transaction histories while maintaining strong security practices.
- Configure and refine Google Insights dashboards to monitor bot performance track key metrics and provide clear visibility into customer behavior trends for business and technology stakeholders.
- Analyze conversation transcripts and analytics from Google Insights to identify gaps refine intents update training data and continuously improve recognition accuracy and response quality.
- Collaborate with product owners business analysts and user experience specialists to translate business requirements into scalable technical designs that align with organizational goals and industry best practices.
- Create and maintain detailed technical documentation that covers solution architecture integration points configuration standards and deployment procedures to support future enhancements and maintenance.
- Participate in code reviews and quality checks to ensure that all developed components are maintainable secure and consistent with defined coding standards and architectural guidelines.
- Coordinate with testing teams to define test scenarios support automated test development and resolve defects quickly to ensure stable releases into production environments.
- Mentor junior developers by sharing best practices for Google CCAI Platform Google Insights and Google Info Bot implementation helping to raise overall team capability and delivery quality.
- Work closely with operations and support teams to troubleshoot production issues identify root causes and implement durable fixes that improve reliability and user experience over time.
- Contribute to continuous improvement initiatives by evaluating new Google Cloud contact center features and recommending enhancements that bring measurable value to clients and end users.
Qualifications
- Apply eight to ten years of software development experience to design robust enterprise grade solutions that meet demanding scalability and reliability needs in customer service contexts.
- Demonstrate strong hands on expertise configuring and extending Google CCAI Platform including dialog design intent training context management and integration with enterprise systems.
- Show proven experience using Google Insights to define key performance indicators build dashboards and derive actionable recommendations that guide ongoing optimization of conversational experiences.
- Exhibit practical experience building testing and deploying solutions with Google Info Bot that handle diverse customer intents and support seamless escalation paths to human agents.
- Utilize solid programming skills in at least one modern language and familiarity with web services to implement secure performant integrations between Google CCAI solutions and back end platforms.
- Apply knowledge of hybrid work practices and collaborative tools to coordinate effectively with distributed teams while maintaining clear communication across technical and business roles.
- Leverage domain exposure in property and casualty insurance when available to design conversation flows that reflect policy terminology coverage rules and claims processes for improved user relevance.
- Demonstrate strong problem solving and analytical abilities to diagnose complex conversational or integration issues and deliver timely well structured solutions that prevent recurrence.
- Exhibit familiarity with agile delivery practices including backlog refinement sprint planning and incremental releases to ensure consistent and predictable delivery of enhancements.
- Show commitment to secure development practices and adherence to organizational compliance standards when handling customer data and integrating external services in customer interaction journeys.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
