CCaaS AI Engineer Phoenix - AZ - Arizona

Job Title: CCaaS GECX AI Engineer

ROLE_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, NLUNLP

modeling, intent and flow orchestration, webhook integrations, speech-to-texttext-to-speech.

Five9 Ecosystem Integration: Design, build, and maintain the hand-off logic, routing strategies, and

API integrations between Googles AI agents (GECX) and major CCaaS platforms, with deep

specialization in Five9 and Genesys Cloud CX.

Five9 Ecosystem Integration: Design, build, and maintain the hand-off logic, routing strategies, and

API integrations between Googles AI agents (GECX) and major CCaaS platforms, with deep

specialization in Five9 and Cloud CX.

AI & GECX Development: Develop end-to-end contact centre AI solutions covering voice, chat,

email, social, IVR, bots, AIML, 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 CCAIGECX, 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 pipelinesmodelsdatasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance. Experience building and integrating AIML 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, CICD, DevOps and Observability. Hands on experience with Kafka, Relational, andor 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 Google Cloud Platform platforms. Strong programming background (e.g., Python, Node.js, Java) and experience with RESTful APIs, JSON, and cloud-native development (Google Cloud Platform preferred). Experience with CICD 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 Certifications

EXPERIENCE_RANGE_IN_REQUIRED_SKILLS

7-8 Years

Role Descriptions: As a GECX AI Development Engineer you will build develop and implement contact centre AI solutions forGoogle Clouds CX (Customer Experience) portfolio. The core objective is to develop Goal-Oriented Agentsdesigning and deploying architectures where GECX AI Agents act as a connective tissue between thecustomer the contact centerwith a specific focus on Five9 and Genesys CCaaS platformsand theenterprises underlying data 5+ years of commercial software development experience. Design and implement scalable CCaaS and IVA solutions leveraging leading Cloud and enterpriseconversational AI customer service solutions including conversational IVR design NLUNLPmodeling intent and flow orchestration webhook integrations speech-to-texttext-to-speech. Five9 Ecosystem Integration: Design build and maintain the hand-off logic routing strategies andAPI integrations between Googles AI agents (GECX) and major CCaaS platforms with deepspecialization in Five9 and Genesys Cloud CX. Five9 Ecosystem Integration: Design build and maintain the hand-off logic routing strategies andAPI integrations between Googles AI agents (GECX) and major CCaaS platforms with deepspecialization in Five9 and Cloud CX. AI & GECX Development: Develop end-to-end contact centre AI solutions covering voice chatemail social IVR bots AIML and analytics.o Develop integrations for CRMs ERPs AI engines and third-party systems using APIs SCRAPIJSON 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 CCAIGECX 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 comp

Essential Skills: As a GECX AI Development Engineer you will build develop and implement contact centre AI solutions forGoogle Clouds CX (Customer Experience) portfolio. The core objective is to develop Goal-Oriented Agentsdesigning and deploying architectures where GECX AI Agents act as a connective tissue between thecustomer the contact centerwith a specific focus on Five9 and Genesys CCaaS platformsand theenterprises underlying data 5+ years of commercial software development experience. Design and implement scalable CCaaS and IVA solutions leveraging leading Cloud and enterpriseconversational AI customer service solutions including conversational IVR design NLUNLPmodeling intent and flow orchestration webhook integrations speech-to-texttext-to-speech. Five9 Ecosystem Integration: Design build and maintain the hand-off logic routing strategies andAPI integrations between Googles AI agents (GECX) and major CCaaS platforms with deepspecialization in Five9 and Genesys Cloud CX. Five9 Ecosystem Integration