We are looking for a Senior Conversational AI Engineer with strong hands-on experience building and supporting enterprise conversational and voice AI solutions using Google Dialogflow CX and the Google CCAI / Customer Engagement ecosystem.

This is a hands-on engineering role for someone who has worked on real enterprise contact-center implementations that have gone into production, not only POCs or chatbot prototypes.

You will help modernize traditional IVR and contact-center experiences into intelligent voice and conversational AI solutions using Dialogflow CX, Google Customer Engagement/CX capabilities, Gemini, Vertex AI and RAG.

The ideal candidate has recently designed and developed conversational solutions, understands how the conversational layer integrates with telephony/contact-center platforms and enterprise backend systems, and has experience supporting solutions in production at enterprise scale.

Designation: Senior Conversational AI Engineer

Location: Remote Work

Employment Type: Full Time

What You Will Do:

- Design and develop enterprise voice and conversational AI solutions using Dialogflow CX and Google CCAI / Customer Engagement technologies.

- Build complex Dialogflow CX implementations covering flows, pages, intents, entities, routes, parameters, session handling, fulfillment, fallbacks and multi-turn conversations.

- Modernize traditional IVR/contact-center journeys into AI-powered voice and conversational experiences.

- Design conversational journeys for use cases such as customer service, self-service, transactional workflows and human-agent escalation.

- Integrate Dialogflow/Google conversational solutions with contact-center and telephony platforms such as Genesys, NICE CXone, Cisco or similar enterprise platforms.

- Implement live-agent handoff, context/session transfer and escalation between virtual agents and human agents.

- Integrate conversational solutions with enterprise systems through REST APIs, webhooks and fulfillment services using Python and/or Node.js.

- Work with STT/TTS and enterprise voice integrations for production voice-bot implementations.

- Use Gemini, Vertex AI and Google generative conversational capabilities to enhance customer interactions.

- Design and implement RAG/enterprise knowledge retrieval patterns to provide grounded responses and reduce hallucinations.

- Apply appropriate deterministic vs. generative conversational patterns based on the business use case, risk and customer experience.

- Troubleshoot production issues across conversational flows, integrations, APIs, voice/telephony and LLM-based components.

- Participate directly in client discovery and translate business/contact-center requirements into practical conversational solution designs.

- Work with architects, backend engineers, cloud/data teams and client stakeholders from design through production implementation and support.

Must-Have Experience:

- 3+ years of hands-on Conversational AI / Voice AI experience, with recent experience in the Google ecosystem strongly preferred.

- Strong hands-on development experience with Dialogflow CX.

- Experience working on at least one enterprise Conversational AI / CCAI solution that has gone into production.

- Experience building voice bots and/or contact-center conversational solutions, not only web chatbots.

- Strong understanding of Dialogflow CX architecture, including intents, entities, flows, pages, routes, parameters, fulfillment, session management, fallbacks and multi-turn conversations.

- Experience integrating conversational AI with a contact-center/telephony platform such as Genesys, NICE CXone, Cisco or equivalent.

- Experience with human-agent handoff and conversation/context transfer.

- Hands-on API/webhook/fulfillment integration experience using Python and/or Node.js.

- Understanding of STT/TTS and voice AI architecture.

- Experience with Gemini, Vertex AI, CX Agent Studio/Google Customer Engagement capabilities, Playbooks or similar Google generative conversational technologies.

- Practical understanding of RAG, grounding, enterprise knowledge retrieval and hallucination reduction.

- Experience working with enterprise customers and translating business requirements into conversational flows and technical approaches.

- Experience troubleshooting and supporting production conversational AI applications.

Strongly Preferred:

- Experience with 2+ enterprise Dialogflow CX / Google CCAI implementations.

- Experience supporting high-volume production conversational platforms.

- Experience modernizing legacy IVR - Dialogflow CX / AI-powered voice experiences.

- Recent experience with CX Agent Studio / Google Customer Engagement / Gemini-based conversational solutions.

- Experience with Agent Assist or human-agent augmentation.

- Exposure to Agentic AI, tool/function calling and multi-step agent workflows.

- Google Cloud experience across services commonly integrated with conversational AI solutions.