Google CCAI (Contact Center AI) & GECX Developer

We are seeking a highly skilled Google CCAI and GECX Developer with hands-on experience in designing, developing, and implementing enterprise-grade Conversational AI solutions using the Google Cloud ecosystem. The ideal candidate will have expertise in Dialogflow CX, GECX Playbooks, Conversational AI, Python-based integrations, API orchestration, and cloud-native application development. Experience in contact center transformation, virtual agent modernization, and migration projects from legacy IVR/chatbot platforms to Google CCAI/GECX is highly preferred., Conversational AI Development

· Design, develop, and maintain intelligent virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI).

· Build voice and chat automation solutions for customer service, sales, technical support, billing, payments, account management, and other contact-center use cases.

· Configure and manage intents, entities, routes, flows, pages, fulfillment, session parameters, and event handlers.

· Develop reusable conversation components and enterprise chatbot frameworks.

GECX / Generative AI Implementation

· Design and develop Google GECX (GenCX) Playbooks utilizing Large Language Models (LLMs).

· Implement generative AI-powered customer journeys leveraging Gemini and Vertex AI services.

· Build and optimize prompts, grounding strategies, response generation logic, and conversational guardrails.

· Perform prompt engineering, prompt evaluation, and conversation tuning activities.

Integration & Backend Development

· Develop Python-based webhooks and fulfillment services.

· Integrate conversational solutions with enterprise applications using REST APIs, gRPC services, middleware platforms, and cloud services.

· Implement secure authentication mechanisms including OAuth, JWT, and API key-based integrations.

· Build orchestration layers for customer profile retrieval, account validation, transaction processing, and backend workflows.

Migration & Modernization Projects

· Participate in migration initiatives involving:

o Legacy IVR to Google CCAI migration

o Dialogflow ES to Dialogflow CX migration

o Chatbot platform migration to Google Conversational AI

o Legacy rule-based bots to Generative AI-based virtual agents

· Analyze existing conversation flows, intents, call-routing logic, and backend integrations.

· Execute migration assessments, solution mapping, conversation redesign, and deployment activities.

· Support data migration, knowledge migration, and conversational experience modernization efforts.

DevOps & Production Support

· Manage source code repositories using Git-based version control systems.

· Support CI/CD deployment pipelines across development, testing, staging, and production environments.

· Troubleshoot production issues and implement root-cause analysis.

· Conduct regression testing, performance validation, and release management activities.

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Required Technical Skills

Google CCAI Technologies

· Google Contact Center AI (CCAI)

· Dialogflow CX

· Conversational AI

· Virtual Agent Development

· Contact Center Automation

GECX / Generative AI

· Google GenCX / GECX Playbooks

· Gemini Models

· AI Agent Design

Development

· Python

· REST APIs

· gRPC

· Webhook Development

· Microservices Architecture

Cloud Technologies

· Google Cloud Platform (GCP)

· Cloud Functions

· Cloud Run

· BigQuery

· Vertex AI

· Pub/Sub

· Cloud Storage

Database & Tools

· SQL

· Postman

· GitHub

· GitLab

· JIRA

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Preferred Skills

· Experience with telecom, banking, healthcare, retail, or customer service contact centers.

· Knowledge of speech analytics and conversational analytics.

· Hands-on experience with RAG (Retrieval Augmented Generation) architectures.

· Experience with LangChain, LangGraph, AI agents, and Agentic AI frameworks.

· Exposure to omnichannel customer engagement platforms.

· Understanding of IVR call flows, contact center operations, and customer experience transformation programs.

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Preferred Migration Experience

Candidates with experience in any of the following will be strongly preferred:

· Genesys to Google CCAI migration

· NICE CXone to Google CCAI migration

· Amazon Connect to Google CCAI migration

· Legacy IVR modernization programs

· Dialogflow ES to CX migration

· Traditional chatbot to Generative AI bot transformation

· Knowledge base migration and conversational redesign initiatives

· Contact center cloud migration programs

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Certifications (Preferred)

· Google Professional Cloud Architect

· Google Professional Cloud Developer

· Google Cloud Digital Leader

· Google Generative AI Certifications

$50 - $55 an hour - Full-time, Contract