Senior Developer Conversational AI

About the Position

Senior Developer Conversational AI

We are seeking a Senior Developer specializing in Google Contact Center AI solutions to design and implement robust conversational experiences using the Google CCAI Platform, Google Insights, and Google Info Bot. This role will enhance customer service outcomes for global clients in a hybrid work setting, applying property and casualty insurance knowledge where applicable, and collaborating closely with cross-functional teams.

Responsibilities

• Design high-quality conversational flows on the Google CCAI Platform that deliver intuitive customer journeys and reduce call handling time for complex service scenarios in a hybrid working environment.
• Develop, configure, and optimize Google Info Bot interactions to ensure users receive accurate, context-aware responses that improve first contact resolution and overall satisfaction across supported channels.
• Implement advanced dialog management logic that manages fallbacks, handoffs, and error handling gracefully, ensuring robust performance for both simple and highly complex customer intents.
• Integrate Google CCAI components with enterprise back-end services and APIs to provide real-time access to customer data, policy details, and transaction histories while maintaining strong security practices.
• Configure and refine Google Insights dashboards to monitor bot performance, track key metrics, and provide clear visibility into customer behavior trends for business and technology stakeholders.
• Analyze conversation transcripts and analytics from Google Insights to identify gaps, refine intents, update training data, and continuously improve recognition accuracy and response quality.
• Collaborate with product owners, business analysts, and user experience specialists to translate business requirements into scalable technical designs that align with organizational goals and industry best practices.
• Create and maintain detailed technical documentation that covers solution architecture, integration points, configuration standards, and deployment procedures to support future enhancements and maintenance.
• Participate in code reviews and quality checks to ensure that all developed components are maintainable, secure, and consistent with defined coding standards and architectural guidelines.
• Coordinate with testing teams to define test scenarios, support automated test development, and resolve defects quickly to ensure stable releases into production environments.
• Mentor junior developers by sharing best practices for Google CCAI Platform, Google Insights, and Google Info Bot implementation, helping to raise overall team capability and delivery quality.
• Work closely with operations and support teams to troubleshoot production issues, identify root causes, and implement durable fixes that improve reliability and user experience over time.
• Contribute to continuous improvement initiatives by evaluating new Google Cloud contact center features and recommending enhancements that bring measurable value to clients and end users.

Requirements

• Apply eight to ten years of software development experience to design robust enterprise-grade solutions that meet demanding scalability and reliability needs in customer service contexts.
• Demonstrate strong hands-on expertise configuring and extending the Google CCAI Platform, including dialog design, intent training, context management, and integration with enterprise systems.
• Show proven experience using Google Insights to define key performance indicators, build dashboards, and derive actionable recommendations that guide ongoing optimization of conversational experiences.
• Exhibit practical experience building, testing, and deploying solutions with Google Info Bot that handle diverse customer intents and support seamless escalation paths to human agents.
• Utilize solid programming skills in at least one modern language and familiarity with web services to implement secure, performant integrations between Google CCAI solutions and back-end platforms.
• Apply knowledge of hybrid work practices and collaborative tools to coordinate effectively with distributed teams while maintaining clear communication across technical and business roles.
• Leverage domain exposure in property and casualty insurance when available to design conversation flows that reflect policy terminology, coverage rules, and claims processes for improved user relevance.
• Demonstrate strong problem-solving and analytical abilities to diagnose complex conversational or integration issues and deliver timely, well-structured solutions that prevent recurrence.
• Exhibit familiarity with agile delivery practices, including backlog refinement, sprint planning, and incremental releases to ensure consistent and predictable delivery of enhancements.
• Show commitment to secure development practices and adherence to organizational compliance standards when handling customer data and integrating external services in customer interaction journeys.

We Offer

• Competitive salary
• Opportunity to work in a hybrid model
• Professional development opportunities
• Collaborative and innovative work environment

About the Company

Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enable us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

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