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Job Title: Google CCAI (Contact Center AI) & GECX Developer

Location: Denver, CO (Onsite)

Long Term Contract

Job Summary

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.

Key Responsibilities

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:
• Legacy IVR to Google CCAI migration
• Dialogflow ES to Dialogflow CX migration
• Chatbot platform migration to Google Conversational AI
• 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.

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
• Vertex AI
• Prompt Engineering
• Prompt Evaluation
• LLM Integrations
• AI Agent Design

Development

• Python
• REST APIs
• gRPC
• Webhook Development
• Microservices Architecture

Cloud Technologies

• Google Cloud Platform (Google Cloud Platform)
• Cloud Functions
• Cloud Run
• BigQuery
• Vertex AI
• Pub/Sub
• Cloud Storage

Database & Tools

• SQL
• Postman
• GitHub
• GitLab
• JIRA

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.

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

Certifications (Preferred)

• Google Professional Cloud Architect
• Google Professional Cloud Developer
• Google Cloud Digital Leader
• Google Generative AI Certifications
• Google Contact Center AI Certifications