CCaaS AI Engineer – GECX, Five9 & Genesys Expert

Flexon Technologies Talent360.ai

Phoenix (AZ)

On-site

USD 120,000 - 180,000

Full time

2 days ago

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Job summary

Flexon Technologies Talent360.ai seeks an experienced GECX AI Development Engineer to build contact centre AI solutions for Google Cloud’s CX portfolio, focusing on Five9 and Genesys CCaaS integrations. You will design multi-agent orchestration, securely call tools via APIs, and deploy scalable, compliant AI systems across voice, chat, and IVR channels.

You will lead cross-functional work with developers, analysts, and QA, delivering production-ready demos and end-to-end deployments using

Qualifications

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, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech.
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.
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.
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.
Hybrid RAG Integration: Implement Retrieval-Augmented Generation (RAG) pipelines to ground agents with organization-specific knowledge bases.
Technology Competency: In-depth knowledge of 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: Translate complex technical requirements into code and deployment pipelines.
Data pipelines/models/datasets to support CCaaS data platforms
Experience building AI/ML solutions (Xgboost, SARIMA, Prophet, TensorFlow).
Model lifecycle, evaluation, tuning, governance, bias mitigation.
Experience with Agile, CI/CD, DevOps and Observability.
Hands on experience with Relational and/or NoSQL databases.
Understanding data structures, algorithms, design patterns.

Responsibilities

Build, develop, and implement contact centre AI solutions for Google Cloud’s CX Portfolio.
Design and deploy architectures linking customers, contact center, and enterprise data.
Develop end-to-end CCaaS data pipelines and AI models.
Collaborate with product owners, data scientists, and engineering teams to translate requirements into deployment pipelines.
Create technical documentation including system design diagrams and API specifications.