Senior Conversational AI Engineer – NLU Senior Engineer

Work Location: Remote – United States

Job Overview

We are seeking a highly experienced Senior Conversational AI Engineer – NLU Senior Engineer to design, develop, optimize, and operate production-grade conversational AI solutions. The ideal candidate will have strong expertise in Google Dialogflow CX / Conversational AI, intent taxonomy, conversation design, evaluation, and production release management.

The role requires a strong understanding of the telecommunications domain, including customer data, network services, offers, subscriptions, and contact center operations. Professional working proficiency in Spanish is required to support Spanish-language conversational experiences.

The successful candidate will serve as a technical leader responsible for conversational AI quality, intent model governance, testing, optimization, and production readiness.

Key Responsibilities

Conversational AI & NLU

• Own and govern the conversational AI intent taxonomy, including intent creation, merging, deprecation, naming conventions, documentation, and governance standards.
• Design, develop, and maintain high-quality conversational flows and NLU models for production contact center environments.
• Maintain and optimize large-scale intent models with 150+ intents.
• Design disambiguation prompts, slot/parameter capture, fulfillment logic, routing, and escalation behavior.
• Analyze and resolve no-match, no-input, fallback, misroute, and premature-escalation events.
• Continuously improve NLU accuracy, conversation quality, containment, and customer experience.

Google Dialogflow CX / Conversational AI

• Design and operate production conversational AI solutions using Google Dialogflow CX, CX Agent Studio, or equivalent Conversational AI/CES platforms.
• Develop and maintain deterministic conversation flows as well as generative and agentic capabilities.
• Work with conversational AI constructs such as:
  • Playbooks
  • Generators
  • Data store agents
  • Tools and connectors
  • Guardrails
  • Generative responses
• Configure and optimize integrations between conversational agents and enterprise systems.
• Apply best practices for scalable conversational AI architecture and deployment.

Testing & Evaluation

• Define, develop, and maintain comprehensive regression test suites and evaluation datasets.
• Implement test-case instrumentation and evaluation processes for conversational AI applications.
• Analyze evaluation results and identify opportunities for model and conversation optimization.
• Establish production-readiness criteria and provide go/no-go recommendations for releases.
• Ensure conversational AI solutions meet functional, performance, quality, and customer experience requirements.

Release & Environment Management

• Manage release packaging and promotion across development, staging, and production environments.
• Coordinate releases, versioning, configuration changes, and production deployments.
• Maintain environment consistency and release integrity.
• Troubleshoot production issues and coordinate resolution across engineering and business teams.

Stakeholder Collaboration

• Partner with business, care operations, digital, technology, product, and engineering teams to translate requirements into effective conversational experiences.
• Serve as a primary technical point of contact for conversational AI initiatives.
• Lead technical discussions, design reviews, troubleshooting sessions, and optimization initiatives.
• Translate business requirements into NLU models, conversation flows, prompts, and agent behaviors.

Leadership & Mentoring

• Provide technical direction and quality oversight for distributed/offshore engineering resources.
• Review and ensure the quality of deliverables produced by team members.
• Mentor engineers on conversational AI, NLU, Dialogflow CX, testing, and production best practices.
• Establish standards for conversational design, development, testing, documentation, and deployment.

Reporting & Optimization

• Produce regular conversational AI performance and quality reports.
• Track key metrics related to intent accuracy, fallback rates, escalation, containment, and customer experience.
• Develop and maintain an ongoing optimization roadmap.
• Identify opportunities to improve automation, conversational quality, and operational efficiency.

Required Qualifications

• 5+ years of experience designing, developing, and operating production conversational AI systems.
• 2+ years of hands-on experience with Google Dialogflow CX, CX Agent Studio, or equivalent Conversational AI/CES tooling.
• Demonstrated experience owning and managing a production intent model containing 150+ intents.
• Strong experience with NLU, intent classification, entity/parameter extraction, conversation design, and dialog management.
• Hands-on experience with generative and agentic conversational AI capabilities.
• Experience with Playbooks, generators, data store agents, tools/connectors, guardrails, or comparable CES capabilities.
• Practical experience with conversational AI evaluation tooling, test-case instrumentation, regression testing, and environment/version management.
• Experience supporting production contact center conversational AI solutions.
• Strong understanding of the telecommunications, cable, subscription services, or related customer-service domain is highly preferred.
• Professional working proficiency in Spanish, including the ability to author and review es-US training phrases, prompts, and agent responses.
• Strong analytical, troubleshooting, communication, and stakeholder-management skills.

Preferred Qualifications

• Google Cloud certification related to Conversational Agents / Conversational AI / CES, or willingness to obtain the certification shortly after joining.
• Experience with chat and voice conversational AI applications.
• Experience working with contact center platforms and customer experience technologies.
• Knowledge of cloud-based AI/ML services and enterprise integrations.
• Experience with production monitoring, conversational analytics, and continuous optimization.
• Experience working in Agile development environments.
• Strong understanding of responsible AI, conversational AI safety, security, and governance.

Core Skills

Conversational AI | NLU | Google Dialogflow CX | CX Agent Studio | CES | Intent Taxonomy | Conversation Design | Generative AI | Agentic AI | Playbooks | Generators | Data Store Agents | RAG/Data Integration | Tools & Connectors | Guardrails | Regression Testing | Evaluation Frameworks | Contact Center AI | Telecom Domain | Spanish (es-US) | Production Release Management | NLU Optimization