About the role
Skills Required
Primary (Must-Have):
- Hands-on development experience in Node.js / TypeScript
- Cloud-native solution design and delivery on Google Cloud Platform (GCP)
- Implementation and integration of LLMs, conversational AI platforms, and agentic AI frameworks
- Experience with IVR, voice bots, and Contact Center Technologies
- Microservices, APIs, and distributed systems architecture
- Hands-on Kubernetes experience (GKE cluster setup and platform operations)
Secondary (Good to Have):
- Experience with agentic frameworks (Gemini, LangGraph, LangChain)
- Experience with Agentic "Vibe Coding" / AI-assisted rapid prototyping tools
- Voice flow design, call routing, containment strategies, and agent escalation
- Enterprise SRE principles, CI/CD pipelines, and Infrastructure as Code (IaC)
- Experience in regulated or financial services environments (PII / PCI compliance)
Position Overview
The Lead AI Engineer will join the Contact Center Technology team as a senior hands-on individual contributor to design, build, and modernize AI-powered conversational experiences, IVR platforms, and Voice Bot solutions. Reporting to the Contact Center Technology Engineering Director, this role will drive end-to-end technical execution on Google Cloud Platform (GCP) to significantly improve customer self-service containment and agent handoff efficiency.
Roles & Responsibilities
- Design, code, and deploy AI-powered IVR and voice bot microservices using Node.js / TypeScript on Google Cloud Platform (GCP).
- Develop, test, and optimize prompts, workflows, and multi-agent orchestration strategies utilizing Gemini, LangGraph, and LangChain.
- Own end-to-end engineering delivery of complex AI conversational features, ensuring low latency, high availability, and scalability.
- Lead technical architecture reviews, establish engineering best practices, and perform code reviews while contributing heavily to daily development.
- Collaborate with product, voice, and operations teams to integrate contact center technology, call routing, and SRE-driven observability models.
Benefits
Medical | Dental | Vision | 401(k)
EEOC Compliance:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.
Disclaimer
AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.
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