11 hours ago
Pune, IndiaMid Level / Senior
Responsibilities
- Design, build, and deploy conversational AI workflows and multi-step interactions using Google Gemini Enterprise for Customer Experience models.
- Develop intents, entities, playbooks, prompts, fulfillment logic, and conversation flows for enterprise customer-experience scenarios.
- Configure Agent Assist features including knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Build custom fulfillment logic, REST APIs, webhooks, and middleware using Python and/or Node.js to integrate GE4CX with Salesforce, Genesys, Cisco, Avaya, and other systems.
- Use Dialogflow CX, Agent Builder, Vertex AI, and other Google Contact Center AI tools for virtual-agent and conversational AI implementations.
- Implement CX Insights and analytics dashboards tracking Containment Rate, CSAT, NPS, Average Handle Time, and Intent Accuracy.
- Use GCP services including Vertex AI, Cloud Run, Google Kubernetes Engine, Pub/Sub, Apigee, and Cloud Storage to deliver scalable CX solutions.
- Contribute to end-to-end project delivery covering requirements gathering, solution architecture, design, development, testing, deployment, hypercare, and continuous improvement.
- Translate business and customer-experience requirements into scalable technical architectures and conversational designs.
- Apply LLM fine-tuning, prompt engineering, Gemini multimodal capabilities, voice biometrics, sentiment analysis, and real-time Agent Assist technologies.
- Collaborate with CX strategists, DevOps, data engineers, security teams, and client stakeholders while maintaining privacy, security, and compliance best practices.
- Participate in knowledge sharing, continuous learning, and certification initiatives.
Requirements
- 4–8 years of professional experience.
- Bachelor’s degree, with BTech/BE indicated as the education qualification.
- Hands-on experience implementing and configuring GE4CX, Conversational AI, CX Agent Studio, and Dialogflow CX.
- Strong expertise with Google Contact Center AI capabilities including Virtual Agents, Agent Assist, and Insights.
- Proficiency with Vertex AI, Gemini APIs, and generative-AI conversational solution development.
- Experience integrating CCAI or GE4CX with Salesforce and Genesys, Cisco, or Avaya systems.
- Experience with Cloud Run, Google Kubernetes Engine, Pub/Sub, BigQuery, API Management, and Cloud Storage.
- Proficiency in Python or Node.js for custom fulfillment and integrations.
- Conversational design experience with multi-turn and multimodal agents, LLM fine-tuning, prompt engineering, and Gemini multimodal capabilities.
- Experience with CX analytics, voice biometrics, sentiment analysis, and real-time Agent Assist.
- Mandatory skills include GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery or PostgreSQL, Playbooks, Cloud Run, API Management, multimodal agent systems, RAG, and basic Python.
- Strong problem-solving, communication, collaboration, and client-environment skills.
Benefits
- PwC offers inclusive benefits, flexibility programs, wellbeing support, mentorship, and opportunities for learning and certification.
- The role is based in Pune, India; travel requirements are not specified.
- The posting states that work visa sponsorship is not available.
Tech Stack
Categories
Solutions Engineering
About PwC
PwC is a global network of professional services firms providing assurance, tax, and advisory work for businesses and public-sector clients. It sells project-based and managed consulting, audit, and deals services, and implements and integrates business applications. Formed in 1998 by the merger of Price Waterhouse and Coopers & Lybrand, it is headquartered in London and is one of the Big Four accounting firms.