1 day ago
Pune, IndiaStaff+
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 such as knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Build custom fulfillment logic, REST APIs, webhooks, and middleware integrations with Salesforce, Genesys, Cisco, Avaya, and other enterprise systems.
- Use Dialogflow CX, Agent Builder, Vertex AI, and other Contact Center AI tools for virtual-agent and conversational AI implementations.
- Implement CX Insights and analytics dashboards covering containment rate, CSAT, NPS, Average Handle Time, and intent accuracy.
- Use Google Cloud services including Cloud Run, Google Kubernetes Engine, Pub/Sub, Apigee, and Cloud Storage to deliver scalable CX solutions.
- Contribute to requirements gathering, solution architecture, design, development, testing, deployment, hypercare, and continuous improvement.
- Translate 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, IT, operations, and other cross-functional stakeholders.
- Maintain security, compliance, customer-data privacy, and operational best practices while participating in knowledge sharing and certification initiatives.
Requirements
- Bachelor’s degree in engineering or a bachelor’s degree in a relevant field is required.
- 4–8 years of professional experience is required.
- Hands-on experience implementing and configuring GE4CX solutions, including Conversational AI, CX Agent Studio, and Dialogflow CX.
- Strong expertise with Google Contact Center AI capabilities including Virtual Agents, Agent Assist, and Insights.
- Experience with Vertex AI, Gemini APIs, generative AI conversational solutions, multi-turn and multimodal agents, LLM fine-tuning, and prompt engineering.
- Experience integrating CCAI or GE4CX with Salesforce and Genesys, Cisco, or Avaya systems.
- Practical experience with GCP services including Cloud Run, Google Kubernetes Engine, Pub/Sub, BigQuery, API Management, and Cloud Storage.
- Proficiency in Python or Node.js for custom fulfillment and integrations.
- Experience with CX analytics, voice biometrics, sentiment analysis, and real-time Agent Assist.
- Experience with 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 conversational-design, problem-solving, communication, and collaboration skills are required.
- Familiarity with acceptance test-driven development, application development, application lifecycle management, business requirements analysis, C#/.NET, C++, Appian, code review, and continuous integration/continuous delivery is listed among optional skills.
Benefits
- PwC offers inclusive benefits, flexibility programs, mentorship, learning opportunities, and support for employee wellbeing.
- The role is based in Pune, India; travel requirements are not specified.
- Visa sponsorship is not available for this role.
Tech Stack
Categories
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.