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Job Description – Google CCAI (Development & Migration)

Role Title: Google CCAI (Contact Center AI)

Experience: 4–8 Years

Job Summary: 

We are seeking a highly skilled Google CCAI 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 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 is highly preferred.

Key Responsibilities

Conversational AI Development

• Design, develop, and maintain intelligent virtual agents using 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.

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)
• Conversational AI
• Virtual Agent Development
• Contact Center Automation

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

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

Keywords for Sourcing

Google CCAI, Contact Center AI, Gemini, Vertex AI, Conversational AI, Virtual Agent, Voicebot, Chatbot, Prompt Engineering, Python, Webhooks, REST API, gRPC, Google Cloud Platform, Contact Center Modernization, IVR Migration, CX Transformation, Generative AI, Agentic AI, LangChain, RAG, Contact Center Migration, Customer Experience Automation.

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