18 days ago
Bengaluru, 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 and integrations with CRM, telephony, and other enterprise systems using Python or Node.js.
- 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 using BigQuery, Looker, or Data Studio.
- Use Google Cloud services including Vertex AI, Cloud Run, Google Kubernetes Engine, Pub/Sub, Apigee, and Cloud Storage.
- Contribute to 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 assistance.
- Collaborate with CX strategists, DevOps, data engineers, security teams, and client stakeholders.
- Maintain security, compliance, customer data privacy, and engineering best practices.
- Participate in knowledge sharing, continuous learning, and certification initiatives.
Requirements
- 4–8 years of experience is required.
- Bachelor’s degree is required; the posting lists BTech/BE as the education qualification.
- Hands-on experience implementing and configuring GE4CX, including 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 solutions 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 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 are required.
Benefits
- The posting describes inclusive benefits, wellbeing support, flexibility programs, mentorship, learning opportunities, and certification initiatives.
- Travel requirements are not specified.
- The role is not available for work visa sponsorship.
Tech Stack
Categories
Solutions Engineering
About PwC
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