About the Job : We are seeking a skilled Conversational AI Engineer to be a core contributor in designing, building, testing, and deploying conversational experiences using Google Contact Center AI (CCAI) technologies. In this role, you will develop and enhance enterprise-grade chat and voice (IVR) solutions, working closely with engineering, QA, and business teams to deliver scalable, reliable, and high-quality automation capabilities. Experience with Dialogflow CX and emerging capabilities such as Playbooks is highly valued, as we continue to evolve our conversational AI platform. Office Location : Toronto Employment Type : Permanent Role Type: New position – current requirement Work Location : Hybrid

Key Responsibilities Implementation & Development: Build and maintain conversational flows within the chosen Agent platform (e.g., Dialogflow CX, Playbooks), including creating intents, defining entities, designing state handlers, and configuring response fulfillment. Fulfillment Integration: Develop, test, and debug fulfillment webhooks (using Python or Node.js) to integrate the Agents with various internal and external APIs and backend services (CRMs, databases, etc.). IVR & Voice Experience: Design and support voice-based conversational flows (IVR), including speech recognition and fallback handling, hybrid flows (voice and DTMF), call flow transitions and escalation to live agents Testing and QA: Execute rigorous testing protocols, including unit testing, regression testing, and user acceptance testing (UAT), to ensure Agent functionality, accuracy, and reliability. Documentation: Maintain clear and current technical documentation for conversational designs, integration specifications, and deployment processes. Support & Maintenance: Assist the Lead Developer in troubleshooting production issues, monitoring Agent performance, and applying iterative improvements based on analytical feedback. Best Practices Adherence: Follow team standards for Agent governance, version control, and security practices as directed by the Lead Engineer.

Requirements Minimum Qualifications Software Development & Conversational AI: 7+ years of professional software development experience, including 2+ years focused on building and deploying conversational AI systems (chatbots, IVRs, or voice bots) for both voice and chat channels. Programming & Integration: Practical proficiency in Python or Node.js for building fulfillment services, custom webhooks, and backend logic. Experienced in working with APIs, JSON structures, and standard web service integration methods to connect virtual agents with backend systems. Cloud Platforms: Familiarity with the basic architecture of cloud platforms such as Google Cloud Platform (GCP). Dialogflow & NLU/NLP: Experience with Dialogflow CX Generators and Playbooks (or similar NLU platforms), including configuring, fine-tuning, and chaining modules. Strong knowledge of Natural Language Understanding (NLU) and Natural Language Processing (NLP) concepts. Generative AI & LLMs: Solid understanding of generative AI concepts, including large language models (LLMs), prompt engineering, few-shot learning, and managing model outputs.

Preferred Qualifications Direct hands-on experience developing with Google Dialogflow and Playbooks. Working knowledge of the overall architecture and components of Google Contact Center AI (CCAI). Experience designing or supporting IVR/contact centre solutions Experience integrating conversational AI solutions with contact center systems (ACD, CRM). Familiarity with Agile development methodologies and version control systems (Git). Bachelor's degree in Computer Science or a related technical field.

Benefits

Salary Range: CAD $100,000 - $115,000/year

The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.

Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factor.