Senior GCP Contact Center Engineer: CCAI & WFM

K&K Global Talent Solutions INC.; Issaquah (WA); On-site; USD 140,000 - 200,000; Full time

Job summary

K&K Global Talent Solutions INC. seeks a seasoned GCP System Engineer to oversee stable operation, configuration, and deep integration of Google Contact Center AI (CCAI) and related systems.

You will implement call routing, WFM integration with Verint, and connect Google CES with Salesforce Service Cloud for unified agent views. Responsibilities include building CTI integration, API security, and robust monitoring using GCP tools, while configuring Agentic AI components and ensuring high

Qualifications

• 12+ years in System Engineering or CTI/Telephony within a Contact Center.
• Direct experience configuring Google CCAI/CES.
• Proven expertise in call routing, queueing, and CTI integration.
• Experience with Verint WFM setup or similar enterprise WFM.
• Strong API integration knowledge (REST/SOAP) and secure data transmission.
• Understanding of GCP services for operations.

Responsibilities

• Manage operational stability and integration of Google CCAI and CES.
• Configure, test, and maintain end-to-end call setup for high availability.
• Deploy routing logic based on Architecture and business requirements.
• Manage CTI/telephony integration between Google CES and infrastructure.
• Lead Verint WFM integration setup and data exchange.
• Integrate Salesforce Service Cloud for real-time data exchange.
• Secure API endpoints to support external knowledge bases and order systems.
• Establish monitoring, alerting and logging with GCP Operations Suite.
• Configure Agentic AI components (Dialogflow CX/ES) and Vertex AI integration.
• Serve as Tier 2/3 escalation for routing/integration issues.

Skills

CTI/Telephony integration

Call routing configuration

API integration (REST/SOAP)

GCP monitoring/logging

Incident response

Tools

Google Cloud Platform

Verint WFM

Dialogflow / CCAI

Salesforce Service Cloud

Vertex AI / Gen AI integration

Job description

K&K Global Talent Solutions INC. seeks a seasoned GCP System Engineer to oversee stable operation, configuration, and deep integration of Google Contact Center AI (CCAI) and related systems.

You will implement call routing, WFM integration with Verint, and connect Google CES with Salesforce Service Cloud for unified agent views. Responsibilities include building CTI integration, API security, and robust monitoring using GCP tools, while configuring Agentic AI components and ensuring high