Artificial Intelligence Engineer

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 modern technologies and AI-driven solutions.

Position Overview

We are seeking an experienced AI Engineer with expertise in Google Contact Center AI (CCAI) and Google Cloud Platform (GCP) 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.

Experience with Google Customer Engagement Suite (GCEX) is highly desirable, though not mandatory.

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.

Key Responsibilities

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.
• Design conversation flows, intents, entities, prompts, and dialogue management strategies.
• 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.
• Participate in architecture reviews and contribute to platform design decisions.
• 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.

Stakeholder Collaboration & Solution Delivery (10%)

• 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.
• Support documentation, knowledge transfer, and operational readiness activities.

Qualifications

• 5+ years of experience in Software Engineering, AI Engineering, Machine Learning Engineering, Cloud Engineering, or related technical roles.
• 3+ years o