Job description

We are looking for a

Senior Conversational AI Engineer / NLU Lead

with strong hands-on experience in

Google Dialogflow CX, Conversational AI, NLU, and Telecom contact-center environments

🔹 Key Responsibilities

• Own and govern the

intent taxonomy

, including intent creation, merging, deprecation, naming, and documentation standards.

• Lead root-cause analysis of

no-match, no-input, fallback, misroute, and premature-escalation

issues.

• Design and maintain conversational flows, disambiguation prompts, slot/parameter capture, and fulfillment logic.

• Build and maintain

regression test suites and evaluation datasets

for conversational AI releases.

• Manage release packaging and promotion across

Dev → Staging → Production

environments.

• Partner with client

Care Operations, CTIO, and Digital teams

to translate business requirements into conversational solutions.

• Provide technical direction and quality review for offshore resources.

• Produce weekly performance reports and monthly conversational AI optimization roadmaps.

• Act as the

day-to-day technical point of contact

for client stakeholders.

🔹 Required Qualifications

✅ 4+ years of experience designing and operating

production Conversational AI/NLU systems

✅ 2+ years of hands-on experience with

Google Dialogflow CX, CX Agent Studio, or equivalent CES tooling

✅ Proven experience owning a production intent model with

150+ intents

in a contact-center environment.

✅ Strong experience with

generative and agentic conversational AI

, including Playbooks, Generators, Data Store Agents, Tools/Connectors, and Guardrails.

✅ Experience with

Dialogflow/CES evaluation, test-case instrumentation, and environment/version management

✅ Strong

conversation design and NLU

expertise.

✅

Telecommunications, cable, or subscription-services contact-center experience

is highly preferred.

✅ Strong

Spanish conversational AI / Dialogflow experience

is required.

✅ Google Cloud certification in Conversational Agents/CES, or willingness to complete it within 60 days of joining.

✅ Excellent communication and client-facing technical leadership skills.