Google CCAI/GECX Pod Lead (Development & Migration)

Job Title: Google CCAI/GECX Pod Lead (Development & Migration)

Location: Charlotte, NC (Onsite)

Job Type: 12 Months Contract

Job Description:

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.

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.

This role requires a blend of technical leadership, solution design, team mentoring, stakeholder collaboration, and delivery ownership, particularly in large-scale contact center modernization and migration programs involving platforms such as Genesys, NICE CXone, Amazon Connect, and legacy IVR solutions.

Key Responsibilities

Technical Leadership & Team Management

• Lead and mentor a pod of Conversational AI developers, engineers, and integration specialists.

• Provide technical guidance, code reviews, design reviews, and development best practices.

• Allocate tasks, track sprint progress, manage delivery commitments, and remove technical blockers.

• Collaborate with architects, business analysts, product owners, and customer stakeholders.

• Drive engineering excellence through reusable frameworks, coding standards, automation, and DevOps best practices.

Conversational AI Solution Development

• Design and implement intelligent voice and chat virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI).

• Define conversation architecture, intent strategy, entity models, routing structures, fulfillment logic, and conversational experiences.

• Lead development of reusable conversational components and enterprise bot frameworks.

• Ensure scalable, maintainable, and high-performing customer interaction solutions.

GECX / Generative AI Development

• Lead implementation of Google GECX (GenCX) Playbooks and AI-powered agent assistance capabilities.

• Design Generative AI-based customer journeys using Gemini and Vertex AI services.

• Define prompting strategies, grounding mechanisms, response orchestration, and AI governance controls.

• Guide teams on prompt engineering, prompt optimization, tuning, and evaluation.

Integration & Backend Development

• Oversee development of Python-based fulfillment services and webhooks.

• Design integrations with enterprise applications, CRM systems, customer databases, middleware platforms, and third-party APIs.

• Establish secure integration patterns leveraging OAuth, JWT, REST APIs, gRPC, and cloud-native services.

• Lead orchestration design for backend workflows, customer authentication, profile retrieval, and transaction services.

Migration & Modernization Programs

Lead and support migration initiatives such as:

• Genesys to Google CCAI

• NICE CXone to Google CCAI

• Amazon Connect to Google CCAI

• Legacy IVR modernization

• Dialogflow ES to Dialogflow CX migration

• Traditional chatbot to Generative AI transformation

Responsibilities include:

• Current-state assessment and discovery

• Conversation flow analysis and redesign

• Intent and entity mapping

• Migration planning and execution

• Knowledge migration strategy

• Quality assurance and deployment support

Delivery & Governance

• Own pod-level delivery commitments, sprint planning, estimation, and reporting.

• Monitor development quality, code coverage, defect trends, and operational metrics.

• Manage risks, dependencies, and technical escalations.

• Contribute to solution architecture, effort estimation, and proposal activities.

• Support UAT, go-live planning, hypercare, and production stabilization.

Required Technical Skills

Google Conversational AI

• Google Contact Center AI (CCAI)

• Dialogflow CX

• Virtual Agent Development

• Conversational AI

• Voicebot & Chatbot Development

Google GECX / Generative AI

• Google GECX / GenCX Playbooks

• Gemini Models

• Vertex AI

• Prompt Engineering

• Prompt Evaluation

• LLM Integration

• AI Agent Development

Software Development

• Python

• REST API Development

• gRPC

• Webhook Development

• Microservices Architecture

Cloud & DevOps

• Google Cloud Platform (GCP)

• Cloud Functions

• Cloud Run

• BigQuery

• Vertex AI

• Pub/Sub

• Cloud Storage

• CI/CD Pipelines

• GitHub / GitLab

Database & Tools

• SQL

• Postman

• JIRA

• Agile / Scrum

Leadership Requirements

Candidates must demonstrate:

• Experience leading development pods or agile teams of 3–10 engineers.

• Strong mentoring and coaching skills.

• Experience conducting code reviews, design reviews, and technical governance.

• Ownership of sprint delivery and release management.

• Stakeholder management across business and technology teams.

• Experience coordinating offshore/onshore delivery teams is preferred.

Preferred Skills

• Contact center domain expertise.

• Experience in telecom, banking, healthcare, retail, or customer service environments.

• Knowledge of RAG (Retrieval Augmented Generation) solutions.

• Experience with LangChain, LangGraph, CrewAI, Agentic AI frameworks.

• Conversational analytics and speech analytics experience.

• Omnichannel customer engagement platforms.

• Customer experience transformation programs.

Preferred Certifications

• Google Professional Cloud Architect

• Google Professional Cloud Developer

• Google Contact Center AI Certification

• Generative AI Certifications

• Google Cloud Digital Leader