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

📌 FBS- Agile Dev Team Member IV- AI (Pune)
🏢 Capgemini
📍 Pune