Google CCAI OR Contact Center AI

Role; Google CCAI

Client: Infosys/ Charter

Locations: Charlotte, NC

VISA:

Pay Rate: $75/hr on c2c

Role 1

Job Description Google CCAI / GECX Pod Lead (Development & Migration)

Role Title: Google CCAI / GECX Pod Lead
Experience: 7 12 Years

Job Summary

We are seeking an experienced Google CCAI / GECX Pod Lead to lead a small team of Conversational AI developers in designing, developing, and delivering enterprise-scale customer experience solutions on the Google Cloud ecosystem.

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.

This role requires a blend of technical leadership, solution design, team mentoring, stakeholder collaboration, and delivery ownership, particularly in large-scale contact center modernization and migration programs involving platforms such as Genesys, NICE CXone, Amazon Connect, and legacy IVR solutions.

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 fulfillment 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.

Migration & Modernization Programs

Lead and support migration initiatives such as:

• Genesys to Google CCAI
• NICE CXone to Google CCAI
• Amazon Connect to Google CCAI
• Legacy IVR modernization
• Dialogflow ES to Dialogflow CX migration
• Traditional chatbot to Generative AI transformation

Responsibilities include:

• Current-state assessment and discovery
• Conversation flow analysis and redesign
• Intent and entity mapping
• Migration planning and execution
• Knowledge migration strategy
• Quality assurance and deployment support

Delivery & Governance

• Own pod-level delivery commitments, sprint planning, estimation, and reporting.
• Monitor development quality, code coverage, defect trends, and operational metrics.
• Manage risks, dependencies, and technical escalations.
• Contribute to solution architecture, effort estimation, and proposal activities.
• Support UAT, go-live planning, hypercare, and production stabilization.