SR Conversational AI Engineer; GCP+DialogFlow CX+Python Remote

About the Role

We’re looking for a hands‑on Senior Engineer to design and implement conversational experiences on Dialogflow

CX and the Google Cloud Platform. You will build robust flows, secure integrations, product feature enhancements, and telemetry that make our assistants reliable, measurable, and easy to evolve. You’ll be in the code, shaping solutions end‑to‑end with product, UX writing, and platform peers.

Please note:

This role is open only to candidates based in the United States. Applications from other locations will not be considered.

• Own Dialogflow
  
  CX build‑outs: intents, entities, parameters, pages/flows, route groups, events, slot‑filling, and contextual handoffs.
• Implement secure fulfillment with Cloud Functions/Cloud Run, integrating REST/Graph
  
  QL/SDKs, CRMs, search/knowledge, and internal APIs (OAuth2, service accounts, IAM).
• Design resilient conversation logic (disambiguation, repair strategies, guardrails, graceful fallbacks) with a bias to task completion and low friction.
• Instrument analytics (Cloud Logging, Error Reporting, Big Query) to track containment, goal completion, drop‑offs, and misunderstanding hot‑spots.
• Continuously tune NLU: training phrases, entity strategy, synonyms, test suites, confusion‑matrix‑driven improvements.
• Ship with confidence using Azure Dev Ops: CI/CD, versioning, environment promotion (dev/test/prod), and automated regression tests.
• Engineer for reliability and scale: timeouts, retries, idempotency, backoffs, and upstream dependency resilience.
• Protect user data: PII redaction, least‑privilege IAM, Secret Manager, and compliance‑aware logging/retention.
• Collaborate cross‑functionally with UX writers/content designers on copy variants, tone, and accessibility; with product/BA on acceptance criteria and edge cases.
• Participate in discovery: clarify requirements, estimate work, surface tradeoffs (cost/latency/complexity), and suggest incremental, testable releases.

• 4–7+ years of Python experience building production backend or integration solutions, including:
  • 2+ years focused on Dialogflow (preferably CX).
  • Concurrency (async/await), performance profiling, packaging and dependency management, robust testing (pytest, property‑based), linting/formatting.
  • Lang Chain/Lang Graph.
  • API/service development with FastAPI/Flask, gRPC, Web Sockets/SSE;
    OpenAPI/Proto design.
• Hands‑on with GCP services:
  Cloud Run/Functions, Cloud Build, Pub/Sub, Dataflow/Beam (streaming+ batch), Big Query, Secret Manager, IAM, Cloud Logging/Monitoring.
• Networking and security: VPC, serverless VPC access, API Gateway/Apigee, IAM, service accounts, KMS/Secret Manager, Cloud Armor/WAF.
• Observability:
  Cloud Logging/Monitoring, custom metrics/SLOs, Error Reporting, Open Telemetry traces.
• Demonstrated NLU tuning and conversation design literacy (you don’t need to be a UX writer, but you understand intent coverage, repair, and escalation).
• Proven experience integrating with enterprise APIs and handling auth, secrets, and observability.
• Clear communication with product/UX and a track record of delivery in ambiguous environments.
• Bilingual English proficiency.

• Experience with contact center stacks (Genesys, Twilio Flex, Amazon Connect) or CRM/knowledge bases (Salesforce, Service Now).
• Front‑end exposure (Type Script/React) for in‑app notification integrations.
• Familiarity with LLM augmentation (retrieval, function calling) and vector stores.
• Experience building test harnesses for conversational regression.

Equality in compensation has been our practice since ITX started, in 1997. ITX believes that market‑based pay ensures fair and equitable compensation for our worldwide team members and pay that is based on the market, not on who has the best negotiation skills. At ITX, you’ll never discover that someone in the same job with the same experience makes more than you, or that there are pay gaps based on race, gender, disability, or age.

How do our team members experience market‑based pay at ITX? We gather market data to benchmark each position in our candidates’ and team members’ locations and use these benchmarks for candidate…