Conversational AI Architect-Telecom Customer Retention Agent

About the role

Architect and design a customer retention conversational agent on Google CXAS, defining guardrails, escalation protocols, disconnect-reason detection, promotional offer recommendations, quality controls, reusable configurations, and context designs. Lead an offshore pod alongside an onsite Business Analyst.

Responsibilities

• Design and implement a customer retention conversational agent on Google CXAS
• Define guardrails and escalation protocols
• Develop disconnect-reason detection mechanisms
• Create promotional offer recommendation systems
• Establish quality controls and testing frameworks
• Design reusable configurations and context models
• Lead and collaborate with an offshore development pod and onsite Business Analyst
• Translate business requirements into technical solutions
• Integrate with vendor-managed business systems

Requirements

• Proficiency in Google CXAS / Contact Centre AI (Dialogflow CX, Agent Assist)
• Experience in conversational AI and agent design
• Expertise in guardrails and escalation flow design
• Skills in prompt and context engineering
• Knowledge of the telecom domain, specifically retention, churn, and offers

Skills

• Primary: Google CXAS / Contact Centre AI, conversational AI / agent design, guardrails & escalation flow design, prompt/context engineering, telecom domain (retention, churn, offers)
• Secondary: Solution architecture, BA collaboration & requirement translation, quality control/testing frameworks, reusable configuration design, GCP services, integration with vendor-managed business systems