CCaaS GECX AI Development & Integration Engineer - Phoenix, AZ | TCS Job

Role - CCaaS GECX AI Development & Integration Engineer

Experience Required -5+ Years

Must Have Technical/Functional Skills

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 a 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.

•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.

•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.

•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 Cloud CX.

•AI & GECX Development: Develop end-to-end contact centre AI solutions covering voice, chat, email, social, IVR, bots, AI/ML, and analytics.

oDevelop integrations for CRMs, ERPs, AI engines, and third-party systems using APIs, SCRAPI, JSON scripting, and modern integration frameworks.

oEnsure engineered solutions are scalable, secure, and compliant with industry standards.

oCreate technical documentation including system design diagrams and API specifications.

oImplement 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.

•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.

•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.

Roles & Responsibilities

•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.

•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

Certification (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

Base Salary Range : $100,000 to $150,000 Per Annum

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growt h: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.