FBS- Agile Dev Team Member IV- AI

Capgemini; Pune District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Capgemini in Pune seeks an experienced AI Engineer to design and implement AI-powered voice agent capabilities for contact center workflows. You will integrate with Cisco and GECX platforms, build Node.js APIs, and develop secure, low-latency backend services for real-time voice interactions.

Role emphasizes prompt-driven dialogue, session/state management, and logging for analytics. Ideal candidates have 8+ years in software/AI and strong system integration experience.

Qualifications

• 8+ years in software engineering, backend or AI-driven systems.
• Strong Node.js backend development experience and API/microservices work.
• Experience with real-time, multi-system integrations.
• Exposure to CX platforms and Cisco contact center integrations.

Responsibilities

• Design and develop AI voice agent capabilities with backend integrations.
• Coordinate across Cisco contact center and GECX platforms.
• Build Node.js-based APIs and real-time workflows.
• Implement prompt-driven dialogue flows and session/state management.
• Capture dialogue logs, latency metrics, and support analytics.
• Champion MCP usage for secure context access and tools.
• Develop Python-based connector layers for serverless AI workloads.
• Collaborate with engineers to refine integration designs.
• Troubleshoot production issues across AI and backend layers.
• Contribute to performance tuning, scalability and reliability.
• Mentor junior engineers on conversational AI and backend practices.

Skills

Experience with Node.js

Backend development

AI-driven systems

Real-time distributed systems

CX platforms (GECX)

Cisco contact center integration

Problem-solving skills

Tools

Cisco platforms

GECX

Model Context Protocol (MCP)

SIP / telephony concepts

Job description

AI Engineer – AI Voice Agent (Contact Center)

1. Job Summary

We are seeking a AI Engineer to design and implement AI-powered voice agent capabilities for contact center quoting workflows. This role focuses on building AI and backend services integrated with Cisco and GECX platforms for real-time customer interactions.

2. Key Responsibilities

• Design and develop AI voice agent capabilities, including conversational logic and backend integrations
• Drive implementation and integration across Cisco contact center and GECX (CX) platforms, along with AI-driven conversational components and Node.js services, enabling seamless end-to-end voice interaction flows
• Build and maintain Node.js-based APIs and backend services supporting real-time voice interaction workflows
• Implement and optimize prompt-based dialog flows, including conversation state and session management
• Implement comprehensive dialogue flow logging, ensuring structured capturing of session states, prompt inputs, LLM responses, and latency metrics for downstream analytics, conversational auditing, and continuous prompt tuning.
• Champion the integration of the Model Context Protocol (MCP) to standardize how the LLM voice agent securely accesses context, connects to internal enterprise data sources, and executes tools.
• Develop the Python-based connector layer to bridge the real-time voice agent orchestration with backend applications, ensuring secure, auto-scaling, and ultra-low latency execution of serverless containerized AI workloads.
• Collaborate with solution engineers and cross-functional teams to align on integration design and implementation approach
• Troubleshoot and resolve production issues across AI, telephony integration, and backend layers
• Contribute to performance tuning, scalability improvements, and system reliability
• Mentor junior engineers and promote best practices in conversational AI and backend development

3. Required Skills & Qualifications

• 8+ years of experience in software engineering, backend development, or AI-driven systems
• Strong experience with Node.js backend development (APIs, microservices, integration layers)
• Experience with system integration across distributed, real-time systems
• Experience with AI-driven conversational platforms (voice/chat) and strong understanding of conversational design, including prompt-driven dialog flows and session/state management
• Experience working with customer experience (CX) platforms (e.g., GECX) and integration with contact center systems
• Deep experience with Cisco contact center platforms, along with strong understanding of telephony concepts such as SIP, call routing, and bot-to-agent handoffs
• Strong problem-solving skills and ability to drive implementation independently within a defined architecture

4. Preferred / Nice-to-Have Skills

• Experience contributing to end-to-end voice bot or conversational AI implementations
• Familiarity with voice AI components, such as speech-to-text (ASR) and text-to-speech (TTS)
• Exposure to contact center integrations (Cisco) and CX platforms (GECX)
• Experience with microservices-based architectures and scalable backend systems
• Awareness of modern conversational frameworks or MCP-like concepts
• Experience in insurance or quoting workflows

5. Experience Requirements

• 8+ years in software engineering / backend or integration roles
• 2–4 years of experience in conversational systems, voice/chat platforms, or AI-driven interaction solutions
• Proven experience working on multi-system integrations and real-time application flows

GECX, GCP Cloud