Google CCAI Engineer

We’re seeking a skilled and innovative Google CCAI Engineer to join our growing Technology team. This role will be instrumental in designing and implementing AI-powered solutions that transform customer experiences in our contact center environment.
As a technical expert in conversational AI, you’ll collaborate with engineers, customer service leaders, and cross-functional teams to build intelligent virtual agents and streamline service delivery. You'll be responsible for leveraging Google Cloud’s Contact Center AI (CCAI) technologies to deliver smart, scalable, and efficient solutions across voice and chat platforms.

This is a remote position, with occasional travel for team collaboration or project-specific needs.
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Key Responsibilities

•    Design and develop conversational voice and chat agents using Google Dialogflow CX/ES.
•    Build backend logic, APIs, and integrations using Google Cloud Functions, Cloud Run, and Firestore.
•    Integrate NLP, Speech-to-Text, and Text-to-Speech technologies to deliver rich, human-like customer interactions.
•    Architect and implement AI-enabled IVR call flows integrated with Genesys Cloud Contact Center.
•    Create and manage REST APIs, webhooks, and event-driven workflows to connect enterprise systems.
•    Enhance Smart Assist features and ensure seamless handoff from virtual agents to live agents.
•    Monitor and fine-tune system performance including latency, call routing, and intent recognition accuracy.
•    Use observability tools like Stackdriver, Google Cloud Logging, and Splunk to diagnose and resolve issues.
•    Conduct ongoing system health checks and support production troubleshooting for CCAI solutions.
•    Collaborate with data scientists and operations teams to continuously improve AI models and outcomes.
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What You Bring

•    Bachelor's degree in Computer Science, Software Engineering, AI/ML, Data Science, IT, or a related field.
•    3+ years of hands-on experience with Google Contact Center AI (CCAI) tools, including Dialogflow CX/ES.
•    Proficiency in cloud-based development using Google Cloud Platform tools such as Cloud Functions, Pub/Sub, and Cloud Run.
•    Development experience in Node.js, Python, or JavaScript, particularly for backend automation and integrations.
•    Experience designing IVR workflows with Genesys Cloud Architect (highly preferred).
•    Strong understanding of REST APIs, event-driven architectures, and system integrations.
•    Working knowledge of AI/NLP fundamentals in contact center applications.
•    Experience monitoring and maintaining systems using Stackdriver, Splunk, or similar tools.
•    Familiarity with Genesys Cloud APIs and reporting tools.
•    Strong troubleshooting skills and the ability to work in production-critical environments.
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Why Join Us

We’re more than a benefits provider—we’re a team on a mission to transform the dental care experience. Here, your technical expertise will directly contribute to a purpose-driven organization committed to innovation, inclusion, and care.
•    Remote-first work environment with flexibility and work-life balance.
•    A values-driven culture that supports innovation, continuous learning, and long-term career growth.
•    Opportunities to work with cutting-edge AI technologies in a rapidly evolving space.

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