GenAI & AI Ops Engineer

Role Summary

We are looking for a GenAI & AI Ops Engineer to build, operate, and optimize AI-powered customer engagement solutions using Google Cloud Contact Center AI (CCAI) and Generative AI. You will ensure reliability, scalability, and performance of conversational AI across voice and digital channels while collaborating with AI, DevOps, and contact center teams.

Key Responsibilities

• Deploy and manage Google CCAI solutions including Dialogflow CX virtual agents and Agent Assist.
• Monitor and optimize conversational flows, intent accuracy, containment, latency, and response quality.
• Operate LLM-powered assistants, manage prompts, and maintain RAG pipelines and knowledge integrations.
• Implement observability using Cloud Monitoring, Logging, and analytics tools.
• Troubleshoot incidents and drive continuous AI performance improvements.
• Integrate AI assistants with CRM, ticketing, and knowledge systems via APIs and webhooks.
• Manage CI/CD, versioning, testing, and releases for AI agents and prompts.

Required Skills

• Hands-on experience with Google Cloud Platform and Contact Center AI (CCAI).
• Strong experience with Dialogflow CX and Generative AI/LLM applications.
• Proficiency in Python or Node.js.
• Experience with REST APIs, webhooks, monitoring, and logging tools.

Preferred Qualifications

• Experience with Vertex AI and RAG architectures.
• Familiarity with LangChain, LlamaIndex, or vector databases.
• Experience integrating with contact center platforms (Genesys, Five9, Cisco).
• Google Cloud certifications (Cloud Engineer or ML Engineer).