The Role
Build and optimize customer-facing conversational AI systems using Google GECX, CX Agent Studio, and programmatic Code Agents. Develop multi-agent architectures, Python or TypeScript tools, enterprise integrations, voice agents, structured playbooks, and automated testing workflows. Integrate databases, CRMs, catalogs, CCaaS platforms, MCP, and OpenAPI services while implementing safety controls, fallback behaviors, conversation tracing, and performance analytics.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
As a Conversational AI Engineer specializing in Gemini Enterprise for Customer Experience (GECX), you will design, deploy, and optimize next-generation, customer-facing agentic workflows. You will work on a unified platform that bridges the gap between digital discovery (via Google Search and Maps) and front-line customer operations (chat, voice, and retail/commerce touchpoints).
You will use Customer Experience Agent Studio (CX Agent Studio) to build multi-agent applications, but your core focus will be implementing Code Agents—leveraging programmatic SDKs (such as cxas-scrapi), writing custom Python/TypeScript tool callbacks, and utilizing localized CLI workflows to programmatically structure, lint, test, and sync complex agent hierarchies. You will merge the speed of low-code visual canvas building with the absolute determinism of custom-coded logic.
What you'll be doing:
- Develop Multi-Agent Architectures: Build and configure modular, hierarchical agent networks (Root/Steering agents and targeted Sub-agents) using a combination of the CX Agent Studio canvas and programmatic Code Agents.
- Write Custom Code Tools & Callbacks: Program specialized backend logic, data transformation scripts, and custom tool callbacks in Python or TypeScript to extend agent capabilities beyond basic natural language prompts.
- Leverage GECX Engineering CLI & Tooling: Run automated code-first developer workflows utilizing uv environments and the cxas CLI for structural static linting (cxas lint) and advanced semantic instruction validation (cxas llm-lint).
- Design Generative Playbooks & Control Flows: Author and maintain structured, XML-like agent instructions (, , ) that natively hook into custom Python tools ({@TOOL: custom_script}) and sub-agent routing syntax ({@AGENT: specialized_subagent}).
- Program Enterprise Integrations: Seamlessly hook Code Agents into live databases, product catalogs, CRMs, and CCaaS networks (e.g., Genesys, Avaya) via Model Context Protocol (MCP) or secure OpenAPI webhooks.
- Automate Quality & Evaluation (CI/CD): Script programmatic, golden-scenario test cases and simulation evals using simulation frameworks to test multi-turn agent trajectories, preventing hallucinations and conversational regressions before sync-to-prod.
Skills and experience you will bring:
- Bachelor’s degree in computer science, engineering field, or equivalent practical experience.
- 3+ years of experience building conversational AI solutions, virtual agents, or programmatic AI workflows.
- Strong proficiency in Python or TypeScript/Node.js, with hands-on experience handling complex JSON payloads, RESTful APIs, and cloud-hosted webhooks.
- Experience utilizing Git-based developer workflows and command-line interfaces (CLIs) for software versioning and deployment.
- Hands-on experience building with Google’s GECX Code Agent tooling (e.g., cxas-scrapi workspace/SDK, Python-based agent foundries).
- Good technical understanding of Dialogflow CX, CX Agent Studio, or similar advanced, stateful conversational frameworks.
- Experience deploying streaming, low-latency audio-to-audio (A2A) voice agents and integrating with telephony (SIP/RTP) or CCaaS partner environments.
- Solid grasp of prompt engineering safety protocols, blocklists, and programmatic fallback behaviors (e.g., before_model_callback or after_tool_callback hooks).
- Experience with BigQuery or Google Cloud Logging to programmatically extract conversation traces, search text transcripts, and build data-driven performance metrics.
#LI-IG1
Skills Required
- Bachelor's degree in computer science, engineering, or equivalent practical experience
- 3+ years of experience building conversational AI solutions, virtual agents, or programmatic AI workflows
- Strong proficiency in Python or TypeScript/Node.js
- Experience handling complex JSON payloads, RESTful APIs, and cloud-hosted webhooks
- Experience with Git-based developer workflows and command-line interfaces for versioning and deployment
- Hands-on experience with Google's GECX Code Agent tooling, including cxas-scrapi and Python-based agent foundries
- Technical understanding of Dialogflow CX, CX Agent Studio, or similar stateful conversational frameworks
- Experience deploying streaming, low-latency audio-to-audio voice agents and integrating telephony or CCaaS environments
- Understanding of prompt engineering safety protocols, blocklists, and programmatic fallback behaviors
- Experience with BigQuery or Google Cloud Logging for conversation traces, transcripts, and performance metrics
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
