Google CCAI & GECX Pod Lead Development Architect
1 day ago
Charlotte
Role: Google CCAI & GECX Pod Lead / Development Architect \n Location: Charlotte, NC \n Duration: 6+ Months \n Open Positions: 1 \n Experience: 8+ Years \n Work Authorization: GC, USC, and GC EAD (Last Preference) \n Job Summary \n We are seeking an experienced Google CCAI / GECX Pod Lead to lead a small team of Conversational AI developers in designing, developing, and delivering enterprise-scale customer experience solutions on the Google Cloud ecosystem. \n The ideal candidate should possess strong hands-on expertise in Google Contact Center AI (CCAI), Dialogflow CX, Google GECX (GenCX) Playbooks, Generative AI, Python integrations, and cloud-native development, while also demonstrating proven experience leading Agile development pods of 3–10 developers. \n Key Responsibilities \n Technical Leadership & Team Management \n\n • Lead and mentor a pod of Conversational AI developers, engineers, and integration specialists.\n, • Provide technical guidance, code reviews, design reviews, and development best practices.\n, • Allocate tasks, track sprint progress, manage delivery commitments, and remove technical blockers.\n, • Collaborate with architects, business analysts, product owners, and customer stakeholders.\n, • Drive engineering excellence through reusable frameworks, coding standards, automation, and DevOps best practices.\n\n Conversational AI Solution Development \n\n • Design and implement intelligent voice and chat virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI).\n, • Define conversation architecture, intent strategy, entity models, routing structures, fulfillment logic, and conversational experiences.\n, • Lead development of reusable conversational components and enterprise bot frameworks.\n, • Ensure scalable, maintainable, and high-performing customer interaction solutions.\n\n GECX / Generative AI Development \n\n • Lead implementation of Google GECX (GenCX) Playbooks and AI-powered agent assistance capabilities.\n, • Design Generative AI-based customer journeys using Gemini and Vertex AI services.\n, • Define prompting strategies, grounding mechanisms, response orchestration, and AI governance controls.\n, • Guide teams on prompt engineering, optimization, tuning, and evaluation.\n\n Integration & Backend Development \n\n • Oversee development of Python-based fulfillment services and webhooks.\n, • Design integrations with enterprise applications, CRM systems, customer databases, middleware platforms, and third-party APIs.\n, • Establish secure integration patterns leveraging OAuth, JWT, REST APIs, gRPC, and cloud-native services.\n, • Lead orchestration design for backend workflows, customer authentication, profile retrieval, and transaction services.\n\n Migration & Modernization Programs \n\n • Lead and support:\n, • Genesys to Google CCAI\n, • NICE CXone to Google CCAI\n, • Amazon Connect to Google CCAI\n, • Legacy IVR Modernization\n, • Dialogflow ES to Dialogflow CX Migration\n, • Traditional Chatbot to Generative AI Transformation\n, • Conduct current-state assessments and discovery.\n, • Perform conversation flow analysis and redesign.\n, • Handle intent and entity mapping.\n, • Plan and execute migration strategies.\n, • Develop knowledge migration strategies.\n, • Support QA, deployment, and production rollout.\n\n Delivery & Governance \n\n • Own pod-level delivery commitments, sprint planning, estimation, and reporting.\n, • Monitor development quality, code coverage, defect trends, and operational metrics.\n, • Manage risks, dependencies, and technical escalations.\n, • Contribute to solution architecture, effort estimation, and proposal activities.\n, • Support UAT, go-live planning, hypercare, and production stabilization.\n\n Required Technical Skills \n Google Conversational AI \n\n • Google Contact Center AI (CCAI)\n, • Dialogflow CX\n, • Virtual Agent Development\n, • Conversational AI\n, • Voicebot & Chatbot Development\n\n Google GECX / Generative AI \n\n • Google GECX / GenCX Playbooks\n, • Gemini Models\n, • Vertex AI\n, • Prompt Engineering\n, • Prompt Evaluation\n, • LLM Integration\n, • AI Agent Development\n\n Software Development \n\n • Python\n, • REST API Development\n, • gRPC\n, • Webhook Development\n, • Microservices Architecture\n\n Cloud & DevOps \n\n • Google Cloud Platform (GCP)\n, • Cloud Functions\n, • Cloud Run\n, • BigQuery\n, • Vertex AI\n, • Pub/Sub\n, • Cloud Storage\n, • CI/CD Pipelines\n, • GitHub / GitLab\n\n Database & Tools \n\n • SQL\n, • Postman\n, • JIRA\n, • Agile / Scrum\n\n Leadership Requirements \n\n • Experience leading development pods or Agile teams of 3–10 engineers.\n, • Strong mentoring and coaching skills.\n, • Experience conducting code reviews, design reviews, and technical governance.\n, • Ownership of sprint delivery and release management.\n, • Stakeholder management across business and technology teams.\n, • Experience coordinating offshore/onshore delivery teams is preferred.\n\n Preferred Skills \n\n • Contact center domain expertise.\n, • Experience in telecom, banking, healthcare, retail, or customer service environments.\n, • Knowledge of RAG (Retrieval Augmented Generation) solutions.\n, • Experience with LangChain, LangGraph, CrewAI, and Agentic AI frameworks.\n, • Conversational analytics and speech analytics experience.\n, • Omnichannel customer engagement platforms.\n, • Customer experience transformation programs.\n\n Preferred Certifications \n\n • Google Professional Cloud Architect\n, • Google Professional Cloud Developer\n, • Google Contact Center AI Certification\n, • Generative AI Certifications\n, • Google Cloud Digital Leader\n\n