AI Engineer – AI Voice Agent (Contact Center) ________________________________________ 1. Job Summary We are seeking a AI Engineer to design and implement AI-powered voice agent capabilities for contact center quoting workflows. This role focuses on building AI and backend services integrated with Cisco and GECX platforms for real-time customer interactions. 2. Key Responsibilities • Design and develop AI voice agent capabilities, including conversational logic and backend integrations • Drive implementation and integration across Cisco contact center and GECX (CX) platforms, along with AI-driven conversational components and Node.js services, enabling seamless end-to-end voice interaction flows • Build and maintain Node.js-based APIs and backend services supporting real-time voice interaction workflows • Implement and optimize prompt-based dialog flows, including conversation state and session management • Implement comprehensive dialogue flow logging, ensuring structured capturing of session states, prompt inputs, LLM responses, and latency metrics for downstream analytics, conversational auditing, and continuous prompt tuning. • Champion the integration of the Model Context Protocol (MCP) to standardize how the LLM voice agent securely accesses context, connects to internal enterprise data sources, and executes tools. • Develop the Python-based connector layer to bridge the real-time voice agent orchestration with backend applications, ensuring secure, auto-scaling, and ultra-low latency execution of serverless containerized AI workloads. • Collaborate with solution engineers and cross-functional teams to align on integration design and implementation approach • Troubleshoot and resolve production issues across AI, telephony integration, and backend layers • Contribute to performance tuning, scalability improvements, and system reliability • Mentor junior engineers and promote best practices in conversational AI and backend development 3. Required Skills & Qualifications • 8+ years of experience in software engineering, backend development, or AI-driven systems • Strong experience with Node.js backend development (APIs, microservices, integration layers) • Experience with system integration across distributed, real-time systems • Experience with AI-driven conversational platforms (voice/chat) and strong understanding of conversational design, including prompt-driven dialog flows and session/state management • Experience working with customer experience (CX) platforms (e.g., GECX) and integration with contact center systems • Deep experience with Cisco contact center platforms, along with strong understanding of telephony concepts such as SIP, call routing, and bot-to-agent handoffs • Strong problem-solving skills and ability to drive implementation independently within a defined architecture 4. Preferred / Nice-to-Have Skills • Experience contributing to end-to-end voice bot or conversational AI implementations • Familiarity with voice AI components, such as speech-to-text (ASR) and text-to-speech (TTS) • Exposure to contact center integrations (Cisco) and CX platforms (GECX) • Experience with microservices-based architectures and scalable backend systems • Awareness of modern conversational frameworks or MCP-like concepts • Experience in insurance or quoting workflows 5. Experience Requirements • 8+ years in software engineering / backend or integration roles • 2–4 years of experience in conversational systems, voice/chat platforms, or AI-driven interaction solutions • Proven experience working on multi-system integrations and real-time application flows

Requirements

GECX, GCP Cloud