Job Title: AI Technical Lead – GCP/Gemini/Genesys IVR (Contract)
Location: Remote (U.S.-based, Central Time preferred)
Duration: 6 months (Q3 start)
Industry: Telecommunications
Overview
A leading telecommunications provider is seeking a Contract AI Technical Lead to support the design and implementation of an AI-powered Agent Assist solution. This role will be instrumental in deploying Google Cloud Platform (GCP) services, Gemini, and Genesys IVR, with a focus on leveraging machine learning and generative AI to increase customer satisfaction and reduce agent response times.
Key Responsibilities
- Lead the technical delivery of a Generative AI-powered Agent Assist platform.
- Integrate Google CCAI, Genesys IVR, and GCP services to support real-time customer support chat applications.
- Collaborate with key stakeholders (based in Dallas) and offshore teams to drive technical strategy and execution.
- Design and prototype AI/ML-powered virtual agents using Gemini, Google CCAI, and Genesys IVR.
- Implement mechanisms for “Next Best Action” recommendations using ML and generative AI models.
- Support the creation and optimization of chat run scripts and intelligent workflows to improve agent efficiency.
- Ensure robust documentation and transition support for long-term scalability.
Required Qualifications
- 3 – 5 years of hands-on experience with each of the following:
- Google Cloud Platform (GCP)
- Google Gemini
- Machine Learning/AI implementation
- Genesys IVR
- Google Contact Center AI (CCAI)
- Proven experience in a Technical Lead role within enterprise AI/ML or customer support transformation projects.
- Strong understanding of agent desktop integrations, customer support operations, and AI-based automation.
- Excellent communication skills with the ability to coordinate across distributed teams and technical stakeholders.