Senior CCAI Developer

Overview

This job description is for a Senior Google CCAI Conversational AI Developer
, focused on designing and implementing advanced contact center automation solutions with integration knowledge on other CCaaS platforms like Genesys, AWS Connect, and Cisco UCCE.

Job Title:

Senior Google CCAI Conversational AI Developer

• Design, develop, and deploy virtual agents using Google Dialogflow ES and CX for both voice and chat channels.
• Integrate Dialogflow agents and Google CCAI with core contact center platforms such as Genesys, AWS Connect, and Cisco (UCCE/PCC/etc.) using APIs and webhooks.
• Develop robust middleware and backend services using Python or Node.js to facilitate integration with enterprise systems (CRM, databases, etc.).
• Implement and optimize Google Cloud Platform (GCP) services (e.g., Cloud Functions, Pub/Sub, Cloud Run, Big Query) to build scalable and reliable AI solutions.
• Collaborate with UX designers and business stakeholders to define conversation design, user journeys, and ensure seamless customer interactions.
• Perform Natural Language Processing (NLP) and Natural Language Understanding (NLU) tuning to improve intent recognition accuracy and overall bot performance.
• Implement logging, monitoring, and analytics (using Google Insights or similar tools) to track bot performance, troubleshoot issues, and drive continuous improvement.
• Provide technical leadership, mentor junior developers, and conduct code reviews.

• 8+ years of hands-on experience in software development, with a minimum of 2 years specifically in conversational AI development using Google CCAI and Dialogflow ES/CX.
• Strong proficiency in programming languages like Python (Flask/FastAPI/Django) or Node.js
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• Proven experience with RESTful APIs, webhooks, and backend integrations
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• Familiarity with cloud platforms such as GCP (required), and a working knowledge of competitor platforms like AWS Connect and Genesys Cloud (Pure Cloud).
• Understanding of contact center architecture, including IVR development, call flows, CRM integration (Salesforce, Service Now), and telephony protocols (SIP).
• Experience with version control systems (Git), CI/CD pipelines, and Agile methodologies.
• Strong problem-solving skills, excellent analytical abilities, and clear communication skills.

• Google Cloud certifications (e.g., Professional Cloud Developer, Professional Data Engineer).
• Experience with generative AI technologies and Large Language Models (LLMs) in contact center applications.
• Knowledge of front-end technologies (HTML, JavaScript) for developing conversational UIs.