Hiring role Google CCAI / GECX Consultant at Charlotte, NC (Onsite /Hybrid)

Job Title: Google CCAI / GECX Consultant
Work Location & Reporting Address: Location: Charlotte, NC (Onsite /Hybrid)

Duration of the project: Long term contract
Minimum years of experience required: 5+ years

Job Summary

We are seeking a highly skilled Google CCAI and GECX Developer 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 Dialogflow CX, GECX Playbooks, 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/GECX is highly preferred.

Key Responsibilities

Conversational AI Development

• Design, develop, and maintain intelligent virtual agents using Google Dialogflow CX and 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.

GECX / Generative AI Implementation

• Design and develop Google GECX (GenCX) Playbooks utilizing Large Language Models (LLMs).
• Implement generative AI-powered customer journeys leveraging Gemini and Vertex AI services.
• Build and optimize prompts, grounding strategies, response generation logic, and conversational guardrails.
• Perform prompt engineering, prompt evaluation, and conversation tuning activities.

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.