Hi,
We have a position which is suitable to your skillset. Please go through the below JD and let me know your interest.
Title : Google Contact Center AI Technical Lead
Location : Charlotte, NC /Onsite
Relevant Experience (in Yrs.): 8+ years
Detailed Job Description:
We are seeking an experienced Google CCAI / GECX Pod Lead to lead a small team of Conversational AI developers
The ideal candidate should possess strong hands-on expertise in Google Contact Center AI (CCAI), Dialogflow CX, Google GECX (GenCX) Playbooks, Generative AI, Python integrations, and cloud-native development, while also demonstrating proven experience leading agile development pods of 3–10 developers.
Key Responsibilities
Technical Leadership & Team Management
· Lead and mentor a pod of Conversational AI developers, engineers, and integration specialists.
· Provide technical guidance, code reviews, design reviews, and development best practices.
· Allocate tasks, track sprint progress, manage delivery commitments, and remove technical blockers.
· Collaborate with architects, business analysts, product owners, and customer stakeholders.
· Drive engineering excellence through reusable frameworks, coding standards, automation, and DevOps best practices.
Conversational AI Solution Development
· Design and implement intelligent voice and chat virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI).
· Define conversation architecture, intent strategy, entity models, routing structures, fulfillment logic, and conversational experiences.
· Lead development of reusable conversational components and enterprise bot frameworks.
· Ensure scalable, maintainable, and high-performing customer interaction solutions.
GECX / Generative AI Development
· Lead implementation of Google GECX (GenCX) Playbooks and AI-powered agent assistance capabilities.
· Design Generative AI-based customer journeys using Gemini and Vertex AI services.
· Define prompting strategies, grounding mechanisms, response orchestration, and AI governance controls.
· Guide teams on prompt engineering, prompt optimization, tuning, and evaluation.
Integration & Backend Development
· Oversee development of Python-based fulfilment services and webhooks.
· Design integrations with enterprise applications, CRM systems, customer databases, middleware platforms, and third-party APIs.
· Establish secure integration patterns leveraging OAuth, JWT, REST APIs, gRPC, and cloud-native services.
· Lead orchestration design for backend workflows, customer authentication, profile retrieval, and transaction services.
Preferred Skills
· Contact center domain expertise.
· Experience in telecom, banking, healthcare, retail, or customer service environments.
· Knowledge of RAG (Retrieval Augmented Generation) solutions.
· Experience with LangChain, LangGraph, CrewAI, Agentic AI frameworks.
· Conversational analytics and speech analytics experience.
· Omnichannel customer engagement platforms.
· Customer experience transformation programs.
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Preferred Certifications
· Google Professional Cloud Architect
· Google Professional Cloud Developer
· Google Contact Center AI Certification
· Generative AI Certifications
Thanks & Regards
Venkatesh Kundurthi
Recruitment Manager || ASCII Group, LLC
Office: Ext. 104; Direct:
38345 W. 10 Mile Rd, Ste.#365; Farmington, MI 48335
Email:
Website:
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