Join Connex, a leading technology solutions provider with over 600 professionals across 14 offices throughout North America. We help organizations accelerate digital transformation through innovative cloud, AI, automation, and customer experience technologies. Our teams work at the forefront of emerging technologies, delivering intelligent solutions that improve customer engagement, operational efficiency, and business performance.

At Connex, we foster a culture of innovation, collaboration, accountability, and continuous learning, empowering our employees to solve complex business challenges using contemporary technologies and AI-driven solutions. AI Engineer Google Contact Center AI (CCAI) to design, develop, implement, and optimize next-generation AI-powered customer experience solutions. The successful candidate will play a key role in building intelligent virtual agents, conversational AI solutions, speech analytics capabilities, and customer service automation platforms that enhance customer experiences across contact center environments.

This role requires strong technical expertise in conversational AI, large language models (LLMs), cloud-native architectures, integrations, and contact center technologies.

Google Customer Engagement

Suite (GCEX) The ideal candidate is both technically hands‑on and customer‑focused, with the ability to collaborate across business, operations, architecture, engineering, and contact center teams to deliver scalable and impactful AI solutions. Conversational AI Solution Development (35%) Design, develop, and deploy conversational AI solutions using Google Contact Center AI (CCAI) technologies. Build and optimize virtual agents, voice bots, chatbots, conversational workflows, and self‑service experiences.

Develop integrations between conversational platforms, enterprise applications, CRM systems, knowledge bases, and backend services. Improve customer interactions through natural language understanding (NLU) and generative AI capabilities. Support AI solution testing, tuning, optimization, and production deployment activities.

Design and implement scalable AI and customer experience solutions on Google Cloud Platform (GCP). Develop cloud‑native services leveraging Google AI, Vertex AI, Dialogflow CX, Cloud Functions, Cloud Run, Pub/Sub, BigQuery, and related services. Build APIs, microservices, and integration layers to connect AI solutions with enterprise platforms.

Ensure solution scalability, reliability, security, and performance. Support CI/CD pipelines, infrastructure automation, and DevOps practices where applicable. Design and implement Generative AI and LLM‑driven customer service use cases.





Evaluate emerging AI technologies and identify opportunities to enhance the customer experience. Implement prompt engineering, retrieval‑augmented generation (RAG), knowledge search, and AI orchestration capabilities. Collaborate with business stakeholders to identify high‑value automation opportunities.

Leverage AI to improve agent productivity, customer self‑service, case resolution, and operational efficiency. Analytics, Monitoring & Optimization (15%) Monitor conversational AI performance and customer interaction outcomes. Analyze customer conversations, containment rates, escalations, intent accuracy, and engagement metrics.

Develop dashboards, reporting, and performance monitoring solutions. Identify trends and optimization opportunities to continuously improve AI effectiveness. Support model tuning and refinement based on business outcomes and customer feedback.

Collaborate with business stakeholders, contact center leaders, architects, product owners, and technology teams. Participate in Agile ceremonies, planning sessions, solution workshops, and design reviews. Translate business requirements into technical designs and scalable AI solutions.

Provide technical leadership and guidance on AI best practices and industry trends. 5+ years of experience in Software Engineering, AI Engineering, Machine Learning Engineering, Cloud Engineering, or related technical roles. 3+ years of hands‑on experience working with Google Cloud Platform (GCP).

Experience implementing Google Contact Center AI (CCAI), Dialogflow CX, or comparable conversational AI platforms.

Experience building APIs, integrations, and enterprise‑scale solutions. Strong understanding of NLP, conversational AI, chatbots, virtual agents, and speech technologies.

Experience working with Generative AI, LLMs, prompt engineering, and AI automation solutions.

Experience working within Agile delivery environments. Bachelor's degree in Computer Science, Software Engineering, Information Technology, Artificial Intelligence, or a related discipline (or equivalent practical experience).

Google Contact

Center AI (CCAI) Hands‑on experience implementing and supporting Google Contact Center AI solutions. Strong knowledge of Dialogflow CX, conversational design, intent modeling, entity management, and virtual agent development.





Experience integrating conversational AI solutions into contact center environments. Understanding of voice AI, speech‑to‑text, text‑to‑speech, and conversational automation technologies.

Experience optimizing chatbot and virtual agent performance.

Experience with services such as Vertex AI, BigQuery, Cloud Functions, Cloud Run, Pub/Sub, Cloud Storage, and API Gateway. Knowledge of cloud security, IAM, networking, monitoring, and operational best practices.

Software

Engineering & Integration Experience building REST APIs, microservices, and event‑driven architectures.

Experience integrating AI platforms with CRM, contact center, business applications, and enterprise systems. Familiarity with version control, CI/CD pipelines, and DevOps practices.

Experience working with Generative AI technologies and large language models (LLMs). Knowledge of prompt engineering, retrieval‑augmented generation (RAG), vector search, and AI orchestration frameworks. Ability to evaluate AI performance metrics and optimize outcomes.

Experience with Google Customer Engagement Suite (GCEX).

Experience implementing agent assist, knowledge assist, call summarization, sentiment analysis, or speech analytics solutions.

Experience with Vertex AI Agent Builder and Google AI services. Familiarity with LangChain, LangGraph, OpenAI, Anthropic, Gemini, or other enterprise AI ecosystems.

Experience with data engineering, ETL pipelines, and analytics platforms.

Experience building AI governance, monitoring, and responsible AI controls.

Experience within Financial Services, Telecommunications, Healthcare, Insurance, Retail, or other large enterprise environments.

Google Cloud Professional Cloud

Architect, Professional Machine Learning Engineer, or related certifications. The successful candidate will deliver scalable and innovative AI-powered customer experience solutions that improve customer satisfaction, increase automation rates, and reduce operational effort. They will effectively bridge business requirements and technical implementation, drive adoption of AI technologies across contact center operations, and continuously identify opportunities to leverage conversational AI, generative AI, and cloud technologies to create measurable business value.

Opportunity to work on enterprise‑scale AI, customer experience, and digital transformation initiatives. Exposure to cutting‑edge Google AI, CCAI, Vertex AI, and Generative AI technologies. Collaborate with highly skilled cloud, AI, customer experience, and engineering professionals.

Participate in innovative projects shaping the future of customer engagement and intelligent automation.

📌 Engineer, Technology Deployment (Toronto)
🏢 Connex Telecommunications
📍 Toronto