Google Contact Center 004-260126-GCCAI
6 weeks
·Live Course
Your Instructors
Aman Kumar
Course Overview
GCP & Contact Center AI Platform is a 6-week, skills-based program designed to equip learners with the technical and architectural expertise required to build, integrate, and scale modern AI-powered contact center solutions on Google Cloud. The curriculum blends cloud engineering fundamentals, conversational AI design, backend integration, and advanced agentic workflow development to prepare learners for real-world cloud and AI implementation roles.
Learners begin with GCP foundations and contact center core concepts, including IAM, Cloud Functions, Firestore, telephony basics (SIP, PSTN, WebRTC), routing strategies, SLAs, and conversational design fundamentals. They then progress into Contact Center AI architecture and routing design, focusing on skills-based routing, escalation logic, queue management, KPI tracking, and operational analytics.
Mid-program, learners dive deeply into Dialogflow ES and CX—building conversational agents from scratch, designing intents and entities, structuring flows, managing session parameters, implementing webhook integrations with Python, and configuring multi-channel connectors. Emphasis is placed on debugging, validation, testing strategies, and production-ready flow optimization.
As the program advances, learners develop cloud-native backend capabilities, including Cloud Functions, Firestore data modeling, secure architecture patterns, monitoring and logging, and scalable document design. They also explore AI foundations such as embeddings, vector concepts, structured data workloads, and contact center–specific LLM use cases like transcript summarization and automated triage.
The final phase introduces agentic workflows and advanced automation patterns using tools such as LangChain, LangGraph, and MCP concepts. Learners design structured prompts, build deterministic multi-step workflows, manage memory and state transitions, and implement governance and safety controls suitable for enterprise AI systems.
Each week follows a consistent structure—Concepts → Hands-On Labs → Applied Builds → Assessment—ensuring learners move beyond theory into implementation. By the end of the program, participants will have configured GCP services, built Dialogflow ES/CX agents, integrated backend systems with webhooks, implemented scalable cloud architectures, and designed AI-driven contact center workflows ready for enterprise deployment.
What you'll get out of this course
Learning objectives and goals will be outlined soon.
Course content
Syllabus
1 item
Week 7: GCP Foundations & Contact Center Fundamentals
44 items
Week 8: Contact Center Platform & Routing Foundations
42 items
Week 9: Dialogflow ES & CX Foundations
45 items
Week 10: Dialogflow Integrations & Advanced CX Development
44 items
Week 11: GCP Services for Contact Center Applications
36 items
Week 12: Agentic Workflows & Advanced Automation for Contact Centers
48 items
End of Training Survey
1 item
Your Instructors
Aman Kumar
Kelley Scharf
Training Operations Manager
I’m the Training Operations Manager at GenSpark, where I coordinate large-scale training initiatives and serve as a liaison between clients, consultants, and internal teams. I manage everything from onboarding and upskilling to consultant performance tracking and client relationship development to ensure our programs deliver impact at every level.
For every cohort, I focus on keeping the program moving forward, from managing logistics and tracking outcomes to supporting trainers and ensuring you have the resources you need to succeed.
Outside of work, I’m usually organizing something in a spreadsheet or spending time with my wife and 6-year-old Siberian Husky, Ace.
Adam Ingram
Director of Technical Training & Development | Building Tomorrow’s Tech Workforce
I’m the Director of Technical Training & Development at GenSpark, where I design and lead large-scale training programs that connect academic learning with real-world industry needs.
I’m passionate about building talent and driving workforce innovation. Over the years, I’ve developed and deployed nationwide programs across technologies like Mainframe, RPG, Oracle EBS, Guidewire, Cybersecurity, and Generative AI.
My focus is on creating immersive “Hire-Train-Deploy” models that help entry- and mid-level professionals accelerate into meaningful roles with top enterprise clients. I combine technical training, leadership development, and hands-on learning design to prepare learners for long-term success in the tech industry.
When I’m not building the next generation of tech talent, you’ll usually find me traveling with my family, exploring the outdoors in our Grand Design Momentum RV, or creating new and engaging educational content.
Terry Ahmed
As a Senior Manager, I play a key role in ensuring smooth coordination between candidates, trainers, internal teams, and business requirements. My primary responsibility is to connect with candidates through regular one-on-one interactions to understand their progress, address any challenges they may be facing, and provide the necessary guidance and support to help them succeed.
I closely coordinate with trainers to monitor candidate performance, training effectiveness, and overall development. I also help students build and improve their resumes to better align with industry standards and client expectations. In addition to candidate engagement, I actively collaborate with the Sales team to support business requirements and client needs. I also work closely with the HR team whenever support is required in employee engagement, coordination, or operational activities.
Beyond work, I am passionate about cricket and snooker, and I also enjoy horse riding, which reflects my enthusiasm for focus, discipline, teamwork, and continuous learning.
Frequently Asked Questions
- Do I need prior programming experience to join this course?
- What programming languages and tools will I learn?
- Is this course hands-on or theory-based?
- What kind of projects will I build?
- Is this course instructor-led or self-paced?
- How much time should I expect to commit each week?
- Will I receive a certificate after completing the course?
- Does this course help prepare me for real-world developer roles?
© Copyright 2026 — GenSpark