GECX Developer

Job Description We are unable to sponsor or take over sponsorship of an employment visa at this time Location: Charlotte, NC About the RoleWe are seeking a highly skilled Google CCAI and GECX Developer with hands-on experience in designing, developing, and implementing enterprise-grade Conversational AI solutions using the Google Cloud ecosystem. The ideal candidate will have expertise in Dialogflow CX, GECX Playbooks, Conversational AI, Python-based integrations, API orchestration, and cloud-native application development. Experience in contact center transformation, virtual agent modernization, and migration projects from legacy IVR/chatbot platforms to Google CCAI/GECX is highly preferred. Key ResponsibilitiesConversational 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. GECX / Generative AI Implementation  Design and develop Google GECX (GenCX) Playbooks utilizing Large Language Models (LLMs).  Implement generative AI-powered customer journeys leveraging Gemini and Vertex AI services.  Build and optimize prompts, grounding strategies, response generation logic, and conversational guardrails. Perform prompt engineering, prompt evaluation, and conversation tuning activities. 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 & Production Support Manage source code repositories using Git-based version control systems. Support CI/CD deployment pipelines across development, testing, staging, and production environments. Troubleshoot production issues and implement root-cause analysis. Conduct regression testing, performance validation, and release management activities. Key SkillsGoogle Contact Center AI (CCAI) Dialogflow CX Google GECX/ GenCX Playbooks Conversational AI / Voicebots / Chatbots Gemini, Vertex AI Python Development & Workbooks Rest APIs & Integrations Google Cloud Platform (GCP) Contact Center Modernization / Migration Programs Generative AI & Prompt Engineering Preferred Skills Experience with telecom, banking, healthcare, retail, or customer service contact centers. Knowledge of speech analytics and conversational analytics. Hands-on experience with RAG (Retrieval Augmented Generation) architectures. Experience with LangChain, LangGraph, AI agents, and Agentic AI frameworks. Exposure to omnichannel customer engagement platforms. Understanding of IVR call flows, contact center operations, and customer experience transformation programs. Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.