Conversational AI Engineer - Dialogflow CX & GECX

Jobtailor; Arizona; On-site; USD 120,000 - 190,000; Full time

Job summary

Jobtailor in United States (Charlotte, NC) seeks an experienced Conversational AI engineer to design, develop, and implement enterprise-grade Google Dialogflow CX and CCAI solutions. You will build voice and chat automation for customer service, sales, and support, integrating with REST and gRPC services, and tuning prompts and guardrails.

The role requires hands-on Dialogflow CX, GECX Playbooks, Python integrations, and API orchestration, with a background in cloud-native development and

Qualifications

• Hands-on experience designing, developing, and implementing enterprise-grade Conversational AI solutions using Google Cloud ecosystem
• Expertise in Dialogflow CX
• Expertise in GECX Playbooks
• Expertise in Conversational AI
• Experience with Python-based integrations
• Experience with API orchestration
• Experience with cloud-native application development
• Experience in contact center transformation, virtual agent modernization, and migration projects from legacy IVR/chatbot platforms to Google CCAI/GECX highly preferred
• Experience with telecom, banking, healthcare, retail, or customer service contact centers preferred
• Knowledge of speech analytics and conversational analytics preferred
• Hands-on experience with RAG architectures preferred
• Experience with LangChain, LangGraph, AI agents, and Agentic AI frameworks preferred
• Exposure to omnichannel customer engagement platforms preferred
• Understanding of IVR call flows, contact center operations, and customer experience transformation programs preferred
• Must be able to work in the United States because the role is located in Charlotte, NC
• Employer cannot sponsor or take over sponsorship of an employment visa at this time

Responsibilities

• Design, develop, and maintain intelligent virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI)
• Build voice and chat automation solutions for customer service, sales, technical support, billing, payments, account management, and other contact-center use cases
• Configure and manage intents, entities, routes, flows, pages, fulfillment, session parameters, and event handlers
• Develop reusable conversation components and enterprise chatbot frameworks
• Design and develop Google GECX (GenCX) Playbooks utilizing Large Language Models (LLMs)
• Implement generative AI-powered customer journeys leveraging Gemini and Vertex AI services
• Build and optimize prompts, grounding strategies, response generation logic, and conversational guardrails
• Perform prompt engineering, prompt evaluation, and conversation tuning activities
• Develop Python-based webhooks and fulfillment services
• Integrate conversational solutions with enterprise applications using REST APIs, gRPC services, middleware platforms, and cloud services
• Implement secure authentication mechanisms including OAuth, JWT, and API key-based integrations
• Build orchestration layers for customer profile retrieval, account validation, transaction processing, and backend workflows
• Participate in legacy IVR, Dialogflow ES, chatbot platform, and rule-based bot migration initiatives
• Analyze existing conversation flows, intents, call-routing logic, and backend integrations
• Execute migration assessments, solution mapping, conversation redesign, and deployment activities
• Support data migration, knowledge migration, and conversational experience modernization efforts
• Manage source code repositories using Git-based version control systems
• Support CI/CD deployment pipelines across development, testing, staging, and production environments
• Troubleshoot production issues and implement root-cause analysis
• Conduct regression testing, performance validation, and release management activities

Skills

Dialogflow CX

Conversational AI

Python Integrations

API Orchestration

GECX Playbooks

Tools

Vertex AI

REST APIs

GRPC Services

OAuth

JWT

Git

Job description

Jobtailor in United States (Charlotte, NC) seeks an experienced Conversational AI engineer to design, develop, and implement enterprise-grade Google Dialogflow CX and CCAI solutions. You will build voice and chat automation for customer service, sales, and support, integrating with REST and gRPC services, and tuning prompts and guardrails.

The role requires hands-on Dialogflow CX, GECX Playbooks, Python integrations, and API orchestration, with a background in cloud-native development and