Job Title: Google CCAI / GECX Consultant
Work Location & Reporting Address: Location: Charlotte, NC (Onsite /Hybrid)
Duration of the project: Long term contract
Minimum years of experience required: 5+ years
Job Summary
We are seeking a highly skilled Google CCAI and GECX Developer with hands-on experience in designing, developing, and implementing enterprise-grade Conversational AI solutions using the Google Cloud ecosystem. The ideal candidate will have expertise in Dialogflow CX, GECX Playbooks, Conversational AI, Python-based integrations, API orchestration, and cloud-native application development. Experience in contact center transformation, virtual agent modernization, and migration projects from legacy IVR/chatbot platforms to Google CCAI/GECX is highly preferred.
Key Responsibilities
Conversational AI Development
- 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.
GECX / Generative AI Implementation
- 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.
Integration & Backend Development
- 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.
Migration & Modernization Projects
- Participate in migration initiatives involving:
- Legacy IVR to Google CCAI migration
- Dialogflow ES to Dialogflow CX migration
- Chatbot platform migration to Google Conversational AI
- Legacy rule-based bots to Generative AI-based virtual agents
- 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.
DevOps & Production Support
- 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.
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