Senior CCAI Developer

This job description is for a Senior Google CCAI Conversational AI Developer, focused on designing and implementing advanced contact center automation solutions with Integration knowledge on other CCaaS platforms like Genesys, AWS Connect, and Cisco UCCE.
Job Title: Senior Google CCAI Conversational AI Developer

We are seeking a talented and experienced Senior Developer to design, develop, and implement cutting-edge conversational AI solutions using the Google Cloud Contact Center AI (CCAI) platform. The ideal candidate will have hands-on experience building and integrating intelligent virtual agents (chatbots/voicebots) within contact center environments and possess competitive knowledge of other leading platforms to help drive strategic decisions and superior customer experiences.
Key Responsibilities

• Design, develop, and deploy virtual agents using Google Dialogflow ES and CX for both voice and chat channels.
• Integrate Dialogflow agents and Google CCAI with core contact center platforms such as Genesys, AWS Connect, and Cisco (UCCE/PCC/etc.) using APIs and webhooks.
• Develop robust middleware and backend services using Python or Node.js to facilitate integration with enterprise systems (CRM, databases, etc.).
• Implement and optimize Google Cloud Platform (GCP) services (e.g., Cloud Functions, Pub/Sub, Cloud Run, BigQuery) to build scalable and reliable AI solutions.
• Collaborate with UX designers and business stakeholders to define conversation design, user journeys, and ensure seamless customer interactions.
• Perform Natural Language Processing (NLP) and Natural Language Understanding (NLU) tuning to improve intent recognition accuracy and overall bot performance.
• Implement logging, monitoring, and analytics (using Google Insights or similar tools) to track bot performance, troubleshoot issues, and drive continuous improvement.
• Provide technical leadership, mentor junior developers, and conduct code reviews.

Required Qualifications & Skills

• 8+ years of hands-on experience in software development, with a minimum of 2 years specifically in conversational AI development using Google CCAI and Dialogflow ES/CX.
• Strong proficiency in programming languages like Python (Flask/FastAPI/Django) or Node.js.
• Proven experience with RESTful APIs, webhooks, and backend integrations.
• Familiarity with cloud platforms such as GCP (required), and a working knowledge of competitor platforms like AWS Connect and Genesys Cloud (PureCloud).
• Understanding of contact center architecture, including IVR development, call flows, CRM integration (Salesforce, ServiceNow), and telephony protocols (SIP).
• Experience with version control systems (Git), CI/CD pipelines, and Agile methodologies.
• Strong problem-solving skills, excellent analytical abilities, and clear communication skills.

Preferred Qualifications

• Google Cloud certifications (e.g., Professional Cloud Developer, Professional Data Engineer).
• Experience with generative AI technologies and Large Language Models (LLMs) in contact center applications.
• Knowledge of front-end technologies (HTML, JavaScript) for developing conversational UIs.