CS CE - Application Developer - Cloud AI Product Support

• Track and collect key information on direct customer or field team requests related to Speech/ DialogFlow and Contact Center AI products
• Manage other product feedback channels to ensure timely and quality responses
• Assess and triage the requests based on urgency and priorities
• Investigate product related questions (including questions on know-how, quality concerns, different applications, troubleshooting, etc.) in high-priority inquiries and provide customer responses
• Track frequently asked questions from customer inquiries, document them and synthesize it to share with product team (roadmap questions, how to get it work questions, unexpected results questions, etc.)
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· Customer relationship/ expectation management (written communications as Google will be primarily responsible for this)
· Able to understand customer business needs and translate that into technical requirements
· Enough technical background to answer customer questions, evaluate customer inquiry tech complexity and priorities, timeline triage issues to appropriate teams
· Monitor customer feedback (including individual engagements and discussion forums, etc.) and ability to summarize/ synthesize customer feedback and provide recommendations on product/ process to product teams
· Abilities to collect needed customer data sets for troubleshooting (may not require whole data pipeline)
· Run tests on customer data
· Abilities to try different variations of our models w/ different parameters to optimize test results

Minimum qualifications
· BA/BS degree in a technical field, or equivalent practical experience.
· Experience interacting with enterprise customers and partners and driving cross-functional technical projects.
· Good written communication in professional settings (English based)
Preferred qualifications
· Experience working with conversational AI products
· Experience in writing software in one or more languages (e.g. Java, Python, Go, JavaScript, C++, etc).
· Experience with web technology: Development, Sysadmin, Setup, Configuration and Deployment.
 

Desired Skills and Experience

JAVA