CCaaS GECX AI Engineer
Core
Build, develop, and implement contact centre AI solutions for Google Clouds CX portfolio, creating goal-oriented agents that connect customers, contact centres, and enterprise data.
Role type
Senior IC machine-learning engineer (contact centre AI)
Builds
Multi-agent systems, RAG pipelines, and end-to-end AI solutions for voice, chat, email, social, and IVR.
Domain
Contact Centre / Customer Experience (CCaaS) / Generative AI
Deliverable
production ML models
Required skills
Google CCAI/GECX, Five9, Genesys Cloud CX, APIGEE, Python, Node.js, Java, TensorFlow, XGBoost, RAG, Kafka, SQL, NoSQL, REST APIs, Prompt Engineering
Preferred skills
Google Cloud Professional Machine Learning Engineer, Google CCAI, Genesys Cloud CX Developer/Professional, Five9 Developer/Administrator, APIGEE, contact centre migration experience, product planning
Technologies
Dialogflow CX, Gemini 1.5 Pro, Vertex AI Search, Knowledge Catalog, Agent Engine, SCRAPI, JSON, Git, JIRA, Phoenix
Responsibilities
Design and maintain routing, hand-off logic, and API integrations between GECX AI agents and CCaaS platforms; Integrate CRMs, ERPs, AI engines, and other systems using APIs and integration frameworks; Create and deploy multi-agent systems for long-running business processes; Implement RAG pipelines that ground agents in organization-specific knowledge; Design and maintain data pipelines, models, and datasets for CCaaS platforms.
Seniority
Senior, hands-on IC
