Hire Gokul M. - Chatbot Developer

* Responsibilities: * Architect and design enterprise-grade conversational AI solutions using Dialogflow CX and cloud-native technologies. * Develop scalable and secure fulfillment services using Node.js and Python for complex business logic and system integrations. * Integrate NLP and Generative AI capabilities (LLM-driven responses, contextual handling, fallback intelligence). * Design end-to-end conversational flows, intents, entities, and state management for multi-turn enterprise use cases. * Implement REST/SOAP API integrations with enterprise systems (CRM, ticketing, databases, contact center platforms). * Deploy and manage conversational services on cloud infrastructure (GCP/AWS), ensuring scalability, reliability, and security compliance. * Implement logging, monitoring, and observability for production-ready AI systems. * Collaborate with cross-functional teams including architects, backend engineers, DevOps, and business stakeholders. * Optimize conversational performance through analytics, intent tuning, and conversation flow improvements. * Support CI/CD pipelines and containerized deployments using Docker and cloud deployment strategies.

Developed and implemented an AI-driven IVR (Interactive Voice Response) system using Dialogflow ES for the Sacramento City 311 service. This system enables residents, businesses, and visitors to interact with local government services via voice commands, handling General City inquiries, Emergency inquiries, and reporting or creating self-service cases for various issues including Dead animals, Junk Pickup, Missed Service for Junk Pickup, abandoned vehicles, broken streetlights, building department requests, and Homeless concerns. Utilizing advanced NLP techniques, the IVR system ensures accurate understanding and processing of diverse inquiries, providing a streamlined, user-friendly experience. Led the development of Google Contact Center AI Virtual Agent for Sacramento's 311 service, streamlining customer interactions and handoffs to human agents. Integrated CISCO IVR systems and DialogFlow, enhancing customer satisfaction with analytics through Google Data Studio. Collaborated with Salesforce for contact verification and case creation, incorporating GIS systems for accurate address validation. Developed NLP-powered chatbots for multi-channel client engagement and enhanced data analysis. Defined technical specifications for IVR flows, coordinating closely with development teams. Managed production releases and improvements, including content updates, fallout analysis, and feature enhancements. Enhanced Nuance Voice Recognition, improving issue resolution and success rates. Key Achievements: Junk Pickup Flow: Delivered a complex flow for scheduling, significantly increasing IVR call success. Missed Service Flow: Implemented a seamless solution for missed junk pickups, reducing call traffic. Homeless Concern Flow: Created specialized flows for better issue categorization and faster responses. Live Agent Transfers: Enabled direct agent transfers without initial details, improving user experience.