CCaaS GECX AI Development & Integration Engineer

Tata Consultancy Services; Phoenix (AZ); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

Family Leave

401K Plan

Training & Certification Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services is seeking an experienced GECX AI Development & Integration Engineer to build and deploy contact center AI solutions on Google Cloud, with a focus on Five9 and Genesys Cloud CX integrations. The role requires hands-on experience in CCaaS, IVR, NLP, and API ecosystems.

You will design scalable architectures, collaborate with data scientists, and drive production deployments using modern AI tools and cloud platforms.

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.
• Specialization in Five9 and Genesys Cloud CX integrations.
• Experience with API integrations and modern integration frameworks.

Responsibilities

• Collaborate with product owners and engineers to translate complex requirements into deployment pipelines.
• Design and implement CCaaS/IVA solutions on cloud platforms, including AI/ML components.
• Develop integrations with CRMs/ERPs and external systems via APIs.
• Lead rapid prototyping, PoCs, and production deployments.

Skills

CCaaS

GECX AI

Five9

Genesys Cloud CX

Python

Node.js

Java

REST APIs

JSON

CI/CD

DevOps

Kafka

SQL

NoSQL

DialogFlow CX

Vertex AI

Tools

APIGEE

DialogFlow CX

Vertex AI

SCRAPI

JSON scripting

API Integrations

Job description

Job Description
Role - CCaaS GECX AI Development & Integration Engineer

Job Description
Role - CCaaS GECX AI Development & Integration Engineer
Experience Required -5+ Years
Must Have Technical/Functional Skills
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, 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.
• 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 Cloud CX.
• AI & GECX Development: Develop end-to-end contact centre AI solutions covering voice, chat, email, social, IVR, bots, AI/ML, and analytics.
• Develop integrations for CRMs, ERPs, AI engines, and third‑party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks.
• Ensure engineered solutions are scalable, secure, and compliant with industry standards.
• Create technical documentation including system design diagrams and API specifications.
• 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 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: 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 pipelines/models/datasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
• Experience building and integrating AI/ML 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, CI/CD, DevOps and Observability.
• Hands on experience with Kafka, Relational, and/or NoSQL databases.
• Understanding of data structures, algorithms, and design patterns.

Roles & Responsibilities

• 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.
• 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 GCP platforms.
• Strong programming background (e.g., Python, Node.js, Java) and experience with RESTful APIs, JSON, and cloud‑native development (GCP preferred).
• Experience with CI/CD 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

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growt h: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Base Salary Range : $100,000 to $150,000 Per Annum