CCaaS GECX AI Engineer

Flexon Technologies Talent360.ai; Phoenix (AZ); On-site; USD 120,000 - 180,000; Full time

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.

Skills

CCaaS

GECX

Google Cloud

Five9

Genesys

DialogFlow CX

Vertex AI

APIGEE

API Integrations

NLP/NLU

Python

Node.js

REST APIs

CI/CD

DevOps

Kafka

Tools

Five9

Genesys Cloud CX

DialogFlow CX

Vertex AI Search

APIGEE

Kafka

Job 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, 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.
  • 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 pattern.

Desired 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 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