Google CCAI Developer

Job Title: Google CCAI Developer



Location: Charlotte, NC



Job Summary

We are seeking a highly skilled Google Contact Center AI (CCAI) Developer with hands-on experience designing, developing, implementing, and supporting enterprise-grade Conversational AI solutions within the Google Cloud ecosystem.

The ideal candidate will have strong expertise in Google CCAI, Dialogflow CX, Conversational AI, virtual agent development, Python-based integrations, API orchestration, and cloud-native application development . Experience with contact-center transformation, virtual-agent modernization, and migration from legacy IVR or chatbot platforms to Google CCAI and Dialogflow CX is highly preferred.

The candidate will work closely with business stakeholders, contact-center teams, solution architects, application developers, and cloud engineering teams to deliver scalable, secure, and high-quality voice and chat automation solutions.

Key Responsibilities

Conversational AI Development

Design, develop, and maintain intelligent virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI) .

Build voice and chat automation solutions for customer service, sales, technical support, billing, payments, account management, and other contact-center use cases.

Configure and manage intents, entities, routes, flows, pages, fulfillment, session parameters, and event handlers.

Develop reusable conversation components and enterprise chatbot frameworks

Generative AI and LLM Integration

Integrate Google Gemini models and Vertex AI services into conversational AI solutions where applicable.

Develop AI-powered customer experiences using Large Language Models (LLMs).

Design and optimize prompts for conversational use cases.

Implement grounding strategies to improve response relevance and reduce unsupported or inaccurate responses.

Develop conversational guardrails and response-control mechanisms.

Perform prompt engineering, prompt evaluation, response testing, and conversational tuning.

Support LLM integration with enterprise knowledge sources, APIs, and backend applications.

Contribute to the design and implementation of AI-agent and agentic workflow capabilities.

Integration & Backend Development

Develop Python-based webhooks and fulfillment services.

Integrate conversational solutions with enterprise applications using REST APIs, gRPC services, middleware platforms, and cloud services.

Implement secure authentication mechanisms including OAuth, JWT, and API key-based integrations.

Build orchestration layers for customer profile retrieval, account validation, transaction processing, and backend workflows.

Migration & Modernization Projects

Participate in migration initiatives involving:

Legacy IVR to Google CCAI migration

Dialogflow ES to Dialogflow CX migration

Chatbot platform migration to Google Conversational AI

Legacy rule-based bots to Generative AI-based virtual agents

Analyze existing conversation flows, intents, call-routing logic, and backend integrations.

Execute migration assessments, solution mapping, conversation redesign, and deployment activities.

Support data migration, knowledge migration, and conversational experience modernization efforts.

DevOps, Testing, and Production Support

Manage source code using Git-based version-control platforms such as GitHub and GitLab .

Support CI/CD pipelines for automated build, testing, deployment, and release activities.

Participate in deployment activities across development, QA, staging, and production environments.

Perform unit testing, integration testing, conversational testing, regression testing, and performance validation.

Troubleshoot production issues and perform root-cause analysis.

Monitor virtual-agent behavior, integration performance, API failures, and production defects.

Implement fixes and enhancements based on production feedback and operational requirements.

Support release management, deployment validation, and post-release monitoring.

Maintain technical documentation for conversational flows, integrations, APIs, deployment processes, and operational procedures.

Required Technical Skills

Google CCAI and Conversational AI

Google Contact Center AI (CCAI)

Google Dialogflow CX

Conversational AI

Virtual Agent Development

Voice Bot Development

Chatbot Development

Contact Center Automation

Intent and Entity Design

Conversation Flow Development

Dialogflow CX Fulfillment

Session and Context Management

Conversation Testing and Optimization

Generative AI and LLM Technologies

Google Gemini

Vertex AI

Large Language Models (LLMs)

Prompt Engineering

Prompt Evaluation

LLM Integration

Conversational AI Design

AI Agent Concepts

Grounding and Response Control

Conversational Guardrails

Development and Integration

Python

REST APIs

gRPC

Webhook Development

API Integration

Microservices Architecture

JSON

Authentication and Authorization

OAuth 2.0

JWT

API Key Authentication

Google Cloud Platform

Google Cloud Platform (GCP)

Cloud Run

Cloud Functions

Vertex AI

Pub/Sub

Cloud Storage

BigQuery

Cloud Logging

Cloud Monitoring

Database and Development Tools

SQL

Postman

Git

GitHub

GitLab

JIRA

CI/CD Pipelines

Preferred Skills

Experience working with telecom, banking, healthcare, retail, insurance, or customer-service contact centers.

Strong understanding of IVR call flows and contact-center operations.

Experience with speech analytics and conversational analytics.

Hands-on experience with RAG (Retrieval-Augmented Generation) architectures.

Experience integrating LLMs with enterprise knowledge bases and internal applications.

Knowledge of LangChain, LangGraph, AI agents, and agentic AI frameworks .

Exposure to omnichannel customer-engagement platforms.

Experience with voice, chat, messaging, and digital customer-service channels.

Understanding of customer-experience transformation programs.

Knowledge of contact-center metrics, call-routing concepts, and customer-service workflows.

Experience designing secure, scalable, and production-ready cloud applications.

Preferred Certifications

Google Cloud Professional Cloud Architect

Google Cloud Professional Cloud Developer

Google Cloud Digital Leader

Google Cloud Generative AI Certifications

Google Contact Center AI Certifications