CCaaS GECX AI Engineer

CCaaS / IVA, Google CCAI / GECX, Five9, Genesys Cloud CX, Conversational IVR, NLU / NLP, Intent and flow orchestration, Webhook integrations, Speech-to-text / Text-to-speech, APIs / RESTful APIs, JSON, SCRAPI, CX Agent Studio, Google ADK, Vertex AI Search, Knowledge Catalog, Dialogflow CX, Agent Engine, APIGEE, RAG, Gemini 1.5 Pro, Vertex AI, AI/ML, XGBoost SARIMA, Prophet, Prompt Engineering, TensorFlow, Kafka, Relational / NoSQL databases, CI/CD, DevOps, Observability, Agile, Data structures, algorithms, and design patterns. 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).

Job Title: CCaaS GECX AI Engineer
Location: Phoenix, AZ – 100% Onsite
Duration: 6 Months


Salary Range: $60.00 - $62.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2
 
Role Description
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 the 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.
• 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.
• 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.

Required Experience:

• Overall Experience Required is 7 to 8 years.
• Must Have 7+ years of AI & Gen AI - Products & Tools.

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.
• Develop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks.
• Ensure engineered solutions are scalable, secure, and compliant with industry standards.
• Create technical documentation including system design diagrams and API specifications.
• 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.

Data Engineering & AI/ML:

• 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.

Development & Infrastructure:

• 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 patterns.

Desirable 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.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.

Certifications — Preferred:

• Google Cloud Professional Machine Learning Engineer or Google CCAI credential.
• Genesys Cloud CX Certified Developer / Professional.
• Five9 Certified Developer / Administrator.
• APIGEE / API Management Certifications.

Essential Skills:

• GECX AI Development ,AI / Gen AI / Agentic AI ,7+ years in AI & Gen AI – Products & Tools ,5+ years of commercial software development experience.
• CCaaS / IVA ,Google CCAI / GECX ,Five9 ,Genesys Cloud CX ,Conversational IVR ,NLU / NLP ,Intent and flow orchestration ,Webhook integrations ,Speech-to-text / Text-to-speech ,APIs / RESTful APIs ,JSON ,SCRAPI ,CX Agent Studio ,Google ADK ,Vertex AI Search ,Knowledge Catalog ,Dialogflow CX ,Agent Engine ,APIGEE ,RAG ,Gemini 1.5 Pro ,Vertex AI ,AI/ML ,XGBoost SARIMA, Prophet ,Prompt Engineering ,TensorFlow ,Kafka ,Relational / NoSQL databases ,CI/CD ,DevOps ,Observability ,Agile,
• Data structures, algorithms, and design patterns.