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CCaaS GECX AI Engineer

Artech LLC
  • Phoenix, AZ, AZ
  • $60–$62 Per Hour
  • Instant Apply
2 days ago

Job Description

Job Title: CCaaS GECX AI Engineer
Location: Phoenix, AZ – 100% Onsite
Duration: 6 Months


Salary Range: $60.00 - $62.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2
 
Role Description
As a GECX AI Development Engineer, you will build, develop, and implement contact centre AI solutions for Google Cloud's CX (Customer Experience) portfolio.
The core objective is to develop Goal-Oriented Agents, designing and deploying architectures where GECX AI Agents act as the connective tissue between the customer, the contact center—with a specific focus on Five9 and Genesys CCaaS platforms—and the enterprise's underlying data.
  • 5+ years of commercial software development experience.
  • Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
  • Design and implement scalable CCaaS and IVA solutions leveraging leading Cloud and enterprise conversational AI / customer service solutions, including conversational IVR design, NLU/NLP modeling, intent, and flow orchestration, webhook integrations, speech-to-text/text-to-speech.
Required Experience:
  • Overall Experience Required is 7 to 8 years.
  • Must Have 7+ years of AI & Gen AI - Products & Tools.
Five9 Ecosystem Integration:
  • Design, build, and maintain the hand-off logic, routing strategies, and API integrations between Google's AI agents (GECX) and major CCaaS platforms, with deep specialization in Five9 and Genesys Cloud CX.
AI & GECX Development:
  • Develop end-to-end contact centre AI solutions covering voice, chat, email, social, IVR, bots, AI/ML, and analytics.
  • Develop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks.
  • Ensure engineered solutions are scalable, secure, and compliant with industry standards.
  • Create technical documentation including system design diagrams and API specifications.
  • Implement AI / Gen AI / Agentic AI use cases (B2C, B2B) for contact centre modernization.
Orchestration Design:
  • Build and deploy multi-agent systems using CX Agent Studio, Google ADK, Vertex AI Search, Knowledge Catalog, DialogFlow CX, and Agent Engine that can handle long-running business processes (e.g., autonomous insurance claim processing or multi-vendor travel booking).
Tool & Function Calling:
  • Develop "Tools" that allow agents to securely interact with external APIs (CRMs, ERPs, and SQL databases) to perform real-time actions during a live interaction.
  • Solid hands-on understanding of the APIGEE platform.
Hybrid RAG Integration:
  • Implement Retrieval-Augmented Generation (RAG) pipelines to ground agents with organization-specific knowledge bases, ensuring accuracy and reducing hallucinations.
Technology Competency:
  • In-depth, hands-on development knowledge of industry-leading platforms including Google CCAI/GECX, Five9, and Genesys.
Rapid Prototyping & Deployment:
  • Build high-fidelity demos, proof-of-concepts, and production-ready deployments using Dialogflow CX, Gemini 1.5 Pro, and Vertex AI Search.
Technical Leadership & Collaboration:
  • Collaborate closely with product owners, data scientists, and engineering teams to translate complex technical requirements into functional code and deployment pipelines.
Data Engineering & AI/ML:
  • Design, develop, and maintain data pipelines/models/datasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
  • Experience building and integrating AI/ML solutions such as XGBoost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems.
  • Understanding model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability.
Development & Infrastructure:
  • Experience with Agile development, CI/CD, DevOps, and Observability.
  • Hands-on experience with Kafka, Relational, and/or NoSQL databases.
  • Understanding of data structures, algorithms, and design patterns.
Desirable Skills:
  • Contact center migration to CCaaS and build data solution surrounding the migration.
  • Led cross-functional teams to define product vision, roadmap & quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback & business goals.
  • Orchestrated Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment & transparency.
  • 5–10+ years in Contact Centre development, software engineering, or technical delivery.
  • Proven hands-on experience in building and deploying solutions on Five9 and GCP platforms.
  • Strong programming background (e.g., Python, Node.js, Java) and experience with RESTful APIs, JSON, and cloud-native development (GCP preferred).
  • Experience with CI/CD pipelines, Git, and modern DevOps practices for contact center deployments.
Certifications — Preferred:
  • Google Cloud Professional Machine Learning Engineer or Google CCAI credential.
  • Genesys Cloud CX Certified Developer / Professional.
  • Five9 Certified Developer / Administrator.
  • APIGEE / API Management Certifications.
Essential Skills:
  • GECX AI Development ,AI / Gen AI / Agentic AI ,7+ years in AI & Gen AI – Products & Tools ,5+ years of commercial software development experience.
  • CCaaS / IVA ,Google CCAI / GECX ,Five9 ,Genesys Cloud CX ,Conversational IVR ,NLU / NLP ,Intent and flow orchestration ,Webhook integrations ,Speech-to-text / Text-to-speech ,APIs / RESTful APIs ,JSON ,SCRAPI ,CX Agent Studio ,Google ADK ,Vertex AI Search ,Knowledge Catalog ,Dialogflow CX ,Agent Engine ,APIGEE ,RAG ,Gemini 1.5 Pro ,Vertex AI ,AI/ML ,XGBoost SARIMA, Prophet ,Prompt Engineering ,TensorFlow ,Kafka ,Relational / NoSQL databases ,CI/CD ,DevOps ,Observability ,Agile,
  • Data structures, algorithms, and design patterns.

Numbers & Facts

LocationPhoenix, AZ, AZ
Salary$60–$62 Per Hour

Skills

  • Agile Programming Methodologiesunmatched
  • Algorithmsunmatched
  • Application Programming Interface (API)unmatched
  • Artificial Intelligence (AI)unmatched
  • Artificial Intelligence (AI) Agentsunmatched
  • Atlassian JIRAunmatched
  • Backlog Prioritizationunmatched
  • Business Analysisunmatched
  • Business Processesunmatched
  • Business-to-Business (B2B)unmatched
  • Call Center Softwareunmatched
  • Call Centersunmatched
  • Claims Processingunmatched
  • Cloud Computingunmatched
  • Computer Programmingunmatched
  • Continuous Deployment/Deliveryunmatched
  • Continuous Integrationunmatched
  • Cross-Functionalunmatched
  • Customer Experienceunmatched
  • Customer Relationship Management (CRM) Systemsunmatched
  • Customer Service Toolsunmatched
  • Customer/Client Researchunmatched
  • Data Managementunmatched
  • Data Modelingunmatched
  • Data Qualityunmatched
  • Data Scienceunmatched
  • Data Structuresunmatched
  • Design Patterns Programming Methodologiesunmatched
  • DevOpsunmatched
  • Ecosystemsunmatched
  • GCP (Good Clinical Practices)unmatched
  • Genesys Solutionsunmatched
  • Gitunmatched
  • Industry Standardsunmatched
  • Insuranceunmatched
  • JSONunmatched
  • Javaunmatched
  • Knowledge Baseunmatched
  • Machine Learningunmatched
  • Natural Language Processing (NLP)unmatched
  • NoSQLunmatched
  • Node.jsunmatched
  • Product Demonstrationunmatched
  • Product Planningunmatched
  • Production Systemsunmatched
  • Proof of Conceptunmatched
  • Python Programming/Scripting Languageunmatched
  • Quality Assuranceunmatched
  • REST (Representational State Transfer)unmatched
  • Rapid Prototypingunmatched
  • SQL Databasesunmatched
  • Scripting (Scripting Languages)unmatched
  • Scrum Product Ownerunmatched
  • ScrumMasterunmatched
  • Set Goalsunmatched
  • Software Developmentunmatched
  • Software Engineeringunmatched
  • Sprint Planningunmatched
  • Standup Meetingsunmatched
  • Team Lead/Managerunmatched
  • Team Playerunmatched
  • Technical Deliveryunmatched
  • Technical Leadershipunmatched
  • Technical Writingunmatched
  • Training Data Setsunmatched
  • Use Casesunmatched
  • Voice Chatunmatched
  • Voice Productsunmatched
  • Voice Response Systemsunmatched
  • eCommerceunmatched

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