Lead Cloud Engineer, Google CCAI (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.
About the Role:
RapidScale seeks a skilled Google CCAI and UJET Implementation Solutions Engineer to join our team. You'll lead successful customer implementations of cutting-edge AI-powered CCaaS solutions. This high-impact role requires strong contact center knowledge, excellent communication, and a passion for delivering results.
Responsibilities:

• Define and manage project scope, ensuring timely and budget-conscious delivery.
• Implement the full CCAI / CES solution stack, including configuration, integration, and testing.
• Collaborate with customers and internal teams for seamless integration.
• Manage customer expectations and resolve implementation challenges.
• Develop and deliver training materials and conduct training sessions.
• Oversee solution launches and obtain customer sign-off.
• Transition projects to the Support team.
• Work on multiple projects simultaneously.
• Stay current on Google CCAI / CES product updates and industry best practices.
• Contribute to improving RapidScale's implementation processes.
• Document customer solutions and develop project documentation.

Required Skills:

• Google CCAI / CES and UJET CCaaS Expertise: Deep knowledge of Google CCAI platform (rebranded to Google CCaaS) and Google CCAI / CES AI services, including Dialogflow CX, Insights, and Agent Assist.
• Integration Skills: Experience integrating CCAI and UJET with CRMs, BYOC, email, and practical knowledge of CCAI platform / Google CCaaS Web SDK and Mobile SDK
• Development Skills: Python and knowledge for the development of processes to redact sensible content on call recordings and transcripts, create training models for CCAI Insights and Agent assist, and integrate the solutions using APIs.
• Communication & Collaboration: Excellent written and verbal communication, strong interpersonal skills, teamwork.
• Project Management: Ability to manage multiple projects, meet deadlines, and solve problems.

Experience:

• 5+ years of experience implementing Google CCAI / CES and UJET solutions.
• Experience with other Conversational AI platforms (e.g., Amazon Lex, IBM Watson) and CCaaS platforms (e.g., Genesys, Amazon Connect, RingCX ) is a plus.
• Experience with CRMs (Salesforce, Zendesk, etc.) and SaaS reporting tools (BigQuery and Looker).
• Experience in implementing and managing customer projects.
• Strong analytical and problem-solving skills.

Requirements:

• 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.
• 3+ years of experience in Google CCAI Platform / Google CCaaS / UJET implementations.
• 5+ years of experience in a technical consultant role.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Occasional travel may be required.

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.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.