CCaaS GECX AI Engineer

Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success

As a GECX AI Development Engineer, you will build, develop, and implement contact centre AI solutions for Google Cloud’s CX (Customer Experience) portfolio. The core objective is to develop Goal-Oriented Agents, designing and deploying architectures where GECX AI Agents act as a connective tissue between the customer, the contact center—with a specific focus on Five9 and Genesys CCaaS platforms—and the enterprise’s underlying data

• 5+ years of commercial software development experience.
• Design and implement scalable CCaaS and IVA solutions leveraging leading Cloud and enterprise conversational AI / customer service solutions including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech.
• Five9 Ecosystem Integration:
  Design, build, and maintain the hand-off logic, routing strategies, and API integrations between Google's AI agents (GECX) and major CCaaS platforms, with deep specialization in Five9 and Genesys Cloud CX.
• AI & GECX Development:
  Develop end-to-end contact centre AI solutions covering voice, chat, email, social, IVR, bots, AI/ML, and analytics.
  • Develop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks.
  • Ensure engineered solutions are scalable, secure, and compliant with industry standards.
  • Create technical documentation including system design diagrams and API specifications.
  • Implement AI / Gen AI / Agentic AI use cases (B2C, B2B) for contact centre modernization.
• Orchestration Design:
  Build and deploy multi-agent systems using CX Agent Studio, Google ADK, Vertex AI Search, Knowledge Catalog, Dialog Flow CX, and Agent Engine that can handle long-running business processes (e.g., autonomous insurance claim processing or multi-vendor travel booking).
• Tool & Function Calling:
  Develop "Tools" that allow agents to securely interact with external APIs (CRMs, ERPs, and SQL databases) to perform real-time actions during a live interaction. Solid hands-on understanding of the APIGEE platform.
• Hybrid RAG Integration:
  Implement Retrieval-Augmented Generation (RAG) pipelines to ground agents with organization-specific knowledge bases, ensuring accuracy and reducing hallucinations.
• Technology
  
  Competency:
  
  In-depth, hands-on development knowledge of industry-leading platforms including Google CCAI/GECX, Five9, and Genesys.
• Rapid Prototyping & Deployment:
  Build high-fidelity demos, proof-of-concepts, and production-ready deployments using Dialogflow CX, Gemini 1.5 Pro, and Vertex AI Search.
• Technical Leadership &
  
  Collaboration:
  
  Collaborate closely with product owners, data scientists, and engineering teams to translate complex technical requirements into functional code and deployment pipelines.
• Design, develop, and maintain data pipelines/models/datasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
• Experience building and integrating AI/ML solutions such as Xgboost, SARIMA, Prophet, prompt engineering and Tensor Flow into production systems.
• Understanding model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability.
• Experience with Agile development, CI/CD, Dev Ops and Observability.
• Hands on experience with Kafka, Relational, and/or No
  
  SQL databases.
• Understanding of data structures, algorithms, and design pattern.

Contact center migration to CCaaS and build data…