About the Role :

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.

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.

Tech Stack :

- Dialogflow CX, Google CCAI, Gemini, Vertex AI, RAG, Python, Node.js, REST APIs, Webhooks, STT/TTS, Genesys, NICE CXone, Cisco.