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 soft

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🏢 Capgemini
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