We are seeking a Contact Center AI Engineer with expertise in Google Cloud Contact Center AI (CCAI) solutions to design, develop, and deploy intelligent virtual agents and AI-powered customer service applications. The ideal candidate will have hands-on experience with Google Customer Engagement Suite (GECX), Vertex AI, Dialogflow CX, and modern Generative AI technologies.

The role involves building conversational AI solutions, integrating enterprise systems and telephony platforms, and developing scalable cloud-native applications that enhance customer experience and operational efficiency.

Key Responsibilities :

- Design, develop, and deploy AI-powered contact center solutions using Google Customer Engagement Suite (GECX).

- Build and maintain conversational AI applications using Dialogflow CX, Agent Builder, Agent Assist, and Vertex AI.

- Develop and optimize Retrieval-Augmented Generation (RAG) pipelines, prompt engineering strategies, and LLM-powered conversational experiences.

- Integrate virtual agents with enterprise applications, CRM systems, APIs, and CCaaS/telephony platforms.

- Develop backend services and automation using Python, Java, or JavaScript.

- Design and deploy cloud-native applications using Google Cloud services including Cloud Run, Google Kubernetes Engine (GKE), Cloud Functions, Pub/Sub, and Cloud Storage.

- Collaborate with business, product, and contact center teams to understand customer service requirements and translate them into AI-driven solutions.

- Monitor, troubleshoot, and optimize AI applications for performance, scalability, and reliability.

- Participate in solution architecture, code reviews, testing, and production deployments.

- Maintain technical documentation and follow cloud security and AI governance best practices.

Required Skills & Qualifications :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

- 5- 9 years of overall software engineering or cloud development experience.

- 2+ years of hands-on experience with Google Vertex AI.

- 2+ years of experience developing solutions on Google Cloud Platform (GCP).

- Experience with Google Customer Engagement Suite (GECX), including :

a. Dialogflow CX

b. Agent Builder

c. Agent Assist

d. Vertex AI

- Strong programming skills in Python, Java, or JavaScript.

- Experience with cloud-native GCP services including :

a. Cloud Run

b. Google Kubernetes Engine (GKE)

c. Cloud Functions

d. Pub/Sub

e. Cloud Storage

- Experience building conversational AI, chatbots, or virtual agents.

- Strong understanding of LLMs, Prompt Engineering, Retrieval-Augmented Generation (RAG), and AI application development.

- Experience integrating REST APIs and enterprise applications.

- Strong analytical, debugging, and problem-solving skills.

- Excellent communication and stakeholder management skills.