Location: Charlotte, North Carolina
Contract Duration: 6 Months
Employment Type: Contract
Experience Required: 12+ Years
Job Description
We are seeking a highly experienced Google GECX AI Platform to design, develop, and implement secure, scalable customer experience solutions using Google Gemini Enterprise for Customer Experience (GECX), Google Cloud, and Conversational AI technologies.
The ideal candidate will combine enterprise architecture expertise with hands-on coding and implementation experience across Contact Center platforms, Agentic AI, Generative AI, Large Language Models (LLMs), and Google Cloud Platform (Google Cloud Platform).
This is a hands-on architecture role requiring ownership of solutions from initial design and proof of concept (PoC) through integration, production deployment, and stabilization.
Primary Skills
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Google GECX / Google Customer Engagement Suite
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Google CCAI (Contact Center AI)
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Google CX Agent Studio / Conversational Agents
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Dialogflow CX
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Google Vertex AI and Gemini
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Agentic AI and Conversational AI
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Generative AI / Large Language Models (LLMs)
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Google Cloud Platform (Google Cloud Platform)
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Python and/or Java Programming
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Enterprise Solution Architecture
Secondary Skills
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React.js
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REST APIs and JSON
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SQL and BigQuery
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Cloud Run and Cloud Functions
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Google Cloud Storage (GCS)
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Google Cloud IAM, Logging, and Monitoring
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Data Loss Prevention (DLP)
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Contact Center as a Service (CCaaS)
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IVR, CTI, Telephony, SIP/SIPREC, gRPC, and WebRTC
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CRM and Enterprise System Integration
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Git, CI/CD, and Deployment Automation
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AI Evaluation, Guardrails, Grounding, and Hallucination Mitigation
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Production Troubleshooting and Performance Optimization
Key Responsibilities
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Design end-to-end GECX solutions across voice, chat, web, mobile, and assisted-service channels.
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Translate contact center requirements into architecture designs, integration patterns, technical specifications, and delivery plans.
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Evaluate Google-native services, CCaaS platforms, open-source technologies, and third-party tools to recommend secure, scalable, and cost-effective solutions.
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Build and deploy Agentic Voice and Chat solutions using Dialogflow CX, Conversational Agents, Vertex AI, Gemini, and Google Cloud Platform.
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Design multi-turn conversations, prompts, orchestration, tool/function calling, fulfillment, context management, grounding, and human-agent handoff.
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Integrate AI solutions with IVR, telephony, CCaaS, CRM platforms, APIs, databases, and enterprise systems.
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Implement Google Cloud Platform services, including Cloud Run, Cloud Functions, BigQuery, Cloud Storage, IAM, logging, monitoring, and data protection components.
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Analyze reporting data and logs from Google Logs Explorer, BigQuery, Avaya, GTP, and Microsoft SQL Server.
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Lead hands-on development, configuration, proof-of-concept implementation, troubleshooting, CI/CD, and production deployment.
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Establish AI evaluation frameworks to assess task success, response quality, grounding, hallucinations, guardrails, tool usage, and agent execution paths.
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Review architecture and code, guide engineering teams, resolve technical blockers, and support production stabilization.
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Collaborate with onshore and offshore teams and communicate architecture decisions to technical and business stakeholders.
Required Qualifications
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12+ years of experience in solution architecture and software engineering.
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Strong hands-on expertise in Google GECX, Google CCAI, Conversational Agents, Dialogflow CX, Vertex AI, Gemini, and Google Cloud Platform.
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Proven experience delivering Agentic AI, Conversational AI, or enterprise contact center solutions.
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Strong programming skills in Python and/or Java.
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Experience with LLM orchestration, function calling, grounding, guardrails, and enterprise integrations.
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Deep understanding of contact center concepts, including IVR, CTI, call routing, queues, transfers, SIP, ANI/DNIS, DTMF, speech-to-text (STT), and text-to-speech (TTS).
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Experience with REST APIs, SQL, Git, CI/CD pipelines, cloud troubleshooting, and secure cloud delivery.
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Ability to compare technologies, make architecture decisions, and lead cross-functional engineering teams.
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Excellent verbal and written communication skills.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
We are committed to providing reasonable accommodations to qualified applicants with disabilities and for sincerely held religious beliefs, as required by applicable law. Applicants who require a reasonable accommodation during the hiring process may request assistance.
Employment may be contingent upon the successful completion of job-related pre-employment screening, which may include background and reference checks and, where permitted by applicable law and applicable to the position, drug testing. All such screening will be conducted in accordance with applicable federal, state, and local laws.
