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Staff Software Engineer, Google Cloud, Applied AI

GoogleWaterloo, ON, Canada

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 8 years of experience in software development.
  • 5 years of experience testing, and launching software products.
  • 5 years of experience with full stack development, across back-end such as Java, Python, Golang, or C++ codebases, and front-end experience including JavaScript or TypeScript, HTML, CSS or equivalent.
  • 3 years of experience with software design and architecture.

Preferred qualifications:

  • Experience building or integrating with cloud-based contact center technologies (e.g., CCaaS platforms, telephony, WebRTC).
  • Experience with Generative AI, large language models (LLMs), or conversational AI systems, especially in the development of AI agents or agentic frameworks.
  • Experience building low-latency, and distributed systems for real-time communication.
  • Understanding of customer support operations.
  • Proven track record on cross-functional projects and managing technical collaborations with external partners and vendors.

About the job

Google Cloud's software developers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. We're looking for software developers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software developer, you will work on a specific project critical to Google Cloud's needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. You will anticipate our customer needs and be empowered to act like an owner, take action and innovate. We need our software developers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.

Customer support is undergoing a fundamental transformation, moving from manual processes to AI-driven, intelligent interactions. Our team is at the epicenter of this shift, building the critical "front door" that connects next-generation AI agents to the users. We are responsible for the cloud-based contact center software and "last-mile" integrations that power seamless, intelligent conversations across all chat and voice surfaces. This is where the power of Generative AI directly meets the customer, and we are responsible for making that experience reliable and intelligent.

In this role, You will be an action-oriented developing leader to guide this mission-critical team. You will lead both the first-party development of our core integration platforms and foster collaborations with external partners.Applied AI builds conversational agents deployed at a large scale that achieve very meaningful results in the real world. Some examples include the customer agent built for large call center environments, to fast food ordering handled by our Food AI agent. The team is transforming how enterprises connect with customers through the power of AI. We also offer unique experiences for team members where you get to work directly with the model builders (Google DeepMind / Vertex), learn and work with brilliant AI leaders, and have access to Global 1000 customers via our existing Google Cloud relationships. The opportunity in this space is tremendous.

Responsibilities

  • Drive the end-to-end development of our cloud-based contact center software, from architectural design to deployment and operations.
  • Define and deliver the technical roadmap for integrating our AI agents into various ecosystem of first-party and third-party chat and voice surfaces.
  • Lead technical engagement and co-development efforts with external partners, ensuring seamless integration of their technologies with our platform.
  • Collaborate closely with Product Management, UX, and AI research teams to define requirements and deliver AI-powered customer support experience.
  • Apply your domain expertise in contact centers, customer support workflows, or Generative AI to guide product direction and navigate technical trade-offs.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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