CCaaS GECX AI Development & Integration Engineer

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, Dialogflow 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.

Must Have Technical/Functional Skills

As a GECX AI Development Engineer, you will build, develop, and implement contact centre AI solutions for Google Clouds 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 centerwith a specific focus on Five9 and Genesys CCaaS platformsand the enterprises underlying data.

5+ years of commercial software development experience., Experience building and integrating AI/ML solutions such as XGBoost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems.

Understanding model lifecycle including evaluations, hyperparameters, tuning, ongoing monitoring, model governance, bias mitigation, and explainability.

Experience with Agile development, CI/CD, DevOps, and Observability.

Hands-on experience with Kafka, Relational, and/or NoSQL databases.

Understanding of data structures, algorithms, and design patterns.

Roles & Responsibilities

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.

Lead contact center migration to CCaaS and build data solutions surrounding the migration; collaborate with cross-functional teams to define product vision, roadmap, and quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback and business goals.

Orchestrate Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment and transparency.

510+ years in Contact Centre development, software engineering, or technical delivery.

Proven hands-on experience in building and deploying solutions on Five9 and Google Cloud Platform platforms.

Strong programming background (e.g., Python, Node.js, Java) and experience with RESTful APIs, JSON, and cloud-native development (Google Cloud Platform preferred).

Experience with CI/CD pipelines, Git, and modern DevOps practices for contact center deployments.

Certifications (Preferred)

Google Cloud Professional Machine Learning Engineer or Google CCAI credential

Genesys Cloud CX Certified Developer / Professional