F
CCaaS GECX AI Engineer
Flexon Technologies Talent360.ai
1 hour ago
Full-time
On-site
Phoenix, Arizona, United States
Job Title: CCaaS GECX AI Engineer
Location: Phoenix, AZ (On-Site)
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
Job Description: 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
Skills Required: As a GECX AI Development Engineer, you will build, develop, and implement contact centre AI solutions for Google Cloud’s 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 center—with a specific focus on Five9 and Genesys CCaaS platforms—and the enterprise’s underlying data • 5+ years of commercial software development experience. • 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. o Develop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks. o Ensure engineered solutions are scalable, secure, and compliant with industry standards. o Create technical documentation including system design diagrams and API specifications. o 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. • 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, and 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 pattern
Desired Skills: Contact center migration to CCaaS and build data solution surrounding the migration Led cross-functional teams to define product vision, roadmap & quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback & business goals. • Orchestrated Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment & transparency • 5-10+ years in Contact Centre development, software engineering, or technical delivery. • Proven hands-on experience in building and deploying solutions on Five9 and GCP platforms. • Strong programming background (e.g., Python, Node. xsgimln js, Java) and experience with RESTful APIs, JSON, and cloud-native development (GCP preferred). • Experience with CI/CD pipelines, Git, and modern DevOps practices for contact center deployments
Certification (Preferred) • Google Cloud Professional Machine Learning Engineer or Google CCAI credential • Genesys Cloud CX Certified Developer / Professional • Five9 Certified Developer / Administrator • APIGEE / API Management Certification
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
Job Description: 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
Skills Required: As a GECX AI Development Engineer, you will build, develop, and implement contact centre AI solutions for Google Cloud’s 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 center—with a specific focus on Five9 and Genesys CCaaS platforms—and the enterprise’s underlying data • 5+ years of commercial software development experience. • 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. o Develop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks. o Ensure engineered solutions are scalable, secure, and compliant with industry standards. o Create technical documentation including system design diagrams and API specifications. o 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. • 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, and 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 pattern
Desired Skills: Contact center migration to CCaaS and build data solution surrounding the migration Led cross-functional teams to define product vision, roadmap & quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback & business goals. • Orchestrated Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment & transparency • 5-10+ years in Contact Centre development, software engineering, or technical delivery. • Proven hands-on experience in building and deploying solutions on Five9 and GCP platforms. • Strong programming background (e.g., Python, Node. xsgimln js, Java) and experience with RESTful APIs, JSON, and cloud-native development (GCP preferred). • Experience with CI/CD pipelines, Git, and modern DevOps practices for contact center deployments
Certification (Preferred) • Google Cloud Professional Machine Learning Engineer or Google CCAI credential • Genesys Cloud CX Certified Developer / Professional • Five9 Certified Developer / Administrator • APIGEE / API Management Certification