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We are looking for a Conversational AI specialist / CCAI Voice Specialist with strong hands-on expertise in the Google Contact Center AI (CCAI) ecosystem, Dialogflow CX, and Agentic AI to design and deliver enterprise-grade conversational and voice AI solutions. Designation: Conversational AI specialist / CCAI Voice Specialist Location: Remote Work Employment Type: Full Time Key Responsibilities: • Design, develop, and implement conversational AI solutions using Google CCAI / GCX and Dialogflow CX. • Build sophisticated conversation flows, including intents, entities, routes, parameters, fulfillment, and multi-turn conversations. • Understand business and contact center requirements and translate them into scalable Conversational AI and CCAI solution architectures. • Define high-level solution approaches by connecting Dialogflow CX, Gemini, Vertex AI, Google Cloud services, backend systems, and contact center platforms. • Modernize traditional and legacy IVR systems into intelligent voice and conversational AI experiences. • Design and implement Agentic AI solutions using Google ADK, AI agents, tool/function calling, and multi-step agent workflows. • Build Retrieval-Augmented Generation (RAG) solutions using enterprise knowledge sources, embeddings, retrieval patterns, and vector databases. • Integrate Speech-to-Text (STT) and Text-to-Speech (TTS) capabilities for enterprise voice AI applications. • Develop and integrate APIs, webhooks, fulfillment services, and backend components using Python or Node.js. • Integrate conversational AI solutions with telephony/contact center platforms such as CXone, Cisco, or similar technologies. • Leverage Gemini, Vertex AI, and LLMs for reasoning, response generation, knowledge retrieval, summarization, and advanced conversational experiences. • Troubleshoot complex conversational AI, voice, integration, and production issues. • Collaborate with solution architects, engineering teams, product teams, and client stakeholders throughout discovery, design, development, testing, and deployment. • Participate in client discovery sessions, solution workshops, technical demonstrations, and architecture discussions. • Document solution architectures, conversational flows, integrations, APIs, and implementation best practices. Required Skills & Experience: • 2+ years of hands-on experience developing Contact Center AI, Voice AI, or enterprise conversational AI solutions. • Strong hands-on expertise with the Google CCAI / Google Customer Engagement ecosystem. • Strong development experience with Dialogflow CX, including conversation flow design, intent/entity modeling, routing, fulfillment, and multi-turn conversations. • Ability to define a high-level solution approach and determine how Google AI/Cloud services should work together to solve a business or contact center problem. • Experience with legacy IVR modernization and/or enterprise contact center transformation. • Hands-on exposure to Agentic AI, including Google ADK, AI agents, agent workflows, and tool/function integrations. • Understanding of RAG architectures, retrieval patterns, embeddings, vector databases, and enterprise knowledge integration. • Experience with Speech-to-Text (STT) and Text-to-Speech (TTS) technologies. • Strong backend development/integration skills using Python or Node.js, including REST APIs, HTTPS endpoints, webhooks, and fulfillment services. • Experience working with Gemini, Vertex AI, or other enterprise LLM platforms. • Strong analytical and problem-solving skills, with the ability to translate business requirements into practical AI solutions. • Strong communication skills with the ability to explain technical solutions to both technical and non-technical stakeholders. Preferred Qualifications: • Experience with at least 2–3 enterprise CCAI implementations in high-scale environments. • Familiarity with RAG, advanced LLMs, and tools like Google Cloud Platform (GCP) for scalable AI deployments.
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