Google CX Engineer at WillowTree in Ontario, CA

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. In January 2023, TELUS Digital https://www.telusdigital.com/ acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. LOCATION & FLEXIBILITY This role will operate remotely in the Canada or based out of our Vancouver, BC office. THE OPPORTUNITY TELUS Digital is seeking a Google CX Engineer to lead the architecture and technical development for our Gemini Enterprise Customer Experience (GECX) solutions. This is a high-impact individual contributor role responsible for building the scalable, secure, and integrated Google Cloud environments that power our most advanced conversational AI and agentic workforce implementations across app, web, and CCaaS platforms. You will play a critical role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation. The role requires a combination of strategic execution, technical understanding of Google CES products, and strong business acumen. RESPONSIBILITIES SOLUTION DEVELOPMENT & INNOVATION - Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities. - Contribute to the development of innovative solutions and accelerators on the Google CES platform. Ensure delivery excellence and solution scalability by applying best practices and proven technical approaches. - Encourage a culture of innovation and continuous improvement within the team. CLOUD INFRASTRUCTURE ENGINEERING - Lead the architecture and development of Google Cloud environments specifically optimized for Gemini Enterprise Customer Experience (GECX) deployments. - Design and implement secure integrations between GECX, Google Cloud AI services and external platforms, including defining and configuring real-time CCaaS audio ingestion methods such as SIPREC and gRPC, as well as mobile applications and web interfaces. - Configure identity and access management (IAM) and secure service accounts to ensure governed access to GECX components. QUALIFICATIONS - Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree is an asset. - 5+ years of experience in technology consulting, digital transformation, or customer experience, with a focus on AI/ML solutions. - Preferred: Active Google Cloud Professional Certifications such as Professional Cloud Architect, Professional Machine Learning Engineer, or Professional Data Engineer. - Practical expertise with Google Customer Engagement Services (formerly CCAI). - Proven success delivering AI/ML-powered customer engagement or contact center solutions. - Strong understanding of customer experience design, contact center operations, and key CX metrics. - Excellent communication and presentation skills for both executive and technical audiences. EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy https://www.telusdigital.com/privacy-policy.