Job Description – Google CCAI / GECX Pod Lead (Development & Migration) Role Title: Google CCAI / GECX Pod Lead Experience: 7–12 Years Location: Charlotte, NC (Onsite) Job Summary 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 Dev

Ops 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 & Dev

Ops Google Cloud Platform (GCP) Cloud Functions Cloud Run Big

Query Vertex AI Pub/Sub Cloud Storage CI/CD Pipelines Git

Hub / Git

Lab 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 Lang

Chain, Lang

Graph, 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 Qualified Cloud Developer Google Contact Center AI Certification Generative AI Certifications Google Cloud Digital Leader Sourcing Keywords Google CCAI, Contact Center AI, Dialogflow CX, GECX, GenCX, Gemini, Vertex AI, Conversational AI, Virtual Agent, Voicebot, Chatbot, Prompt Engineering, Python, REST API, GCP, Contact Center Modernization, AI Agent, RAG, Lang

Chain, Migration Lead, Technical Lead, Pod Lead, Team Lead, Contact Center Migration, Customer Experience Transformation.

📌 Google CCAI / GECX Pod Lead (Greater Toronto Area)
🏢 Info Way Solutions
📍 Greater Toronto Area