13 hours ago
Kolkāta, IndiaMid Level / Senior
Responsibilities
- Design, build, and deploy conversational AI workflows and multi-step interactions using Google Gemini Enterprise for Customer Experience.
- Develop intents, entities, playbooks, prompts, fulfillment logic, and conversation flows for enterprise customer experience scenarios.
- Configure Agent Assist capabilities including knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Build Python or Node.js fulfillment logic, REST API integrations, webhooks, and middleware connecting GE4CX with CRM, telephony, 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 measuring 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 for scalable solution delivery.
- Contribute to requirements gathering, architecture, design, development, testing, deployment, hypercare, and continuous improvement of GECX/CCAI projects.
- 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.
- Maintain security, compliance, customer data privacy, knowledge sharing, continuous learning, and certification activities.
Requirements
- Bachelor’s degree in engineering or a related field, with the posting specifying BTech/BE and a Bachelor Degree.
- 4–8 years of professional experience implementing conversational AI and customer experience solutions.
- Hands-on experience with GE4CX, GECX Agent Studio, Conversational AI, CX Agent Studio, and Dialogflow CX.
- Strong expertise with Google Contact Center AI capabilities including Virtual Agents, Agent Assist, and CX Insights.
- Proficiency with Vertex AI, Gemini APIs, generative AI conversational solutions, multimodal agents, RAG, and prompt engineering.
- Experience integrating CCAI or GE4CX with Salesforce and Genesys, Cisco, or Avaya telephony systems.
- Experience with Cloud Run, Google Kubernetes Engine, Pub/Sub, BigQuery, API Management, Cloud Storage, and Postgres SQL.
- Proficiency in Python or Node.js for custom fulfillment and integrations.
- Experience with CX analytics, voice biometrics, sentiment analysis, LLM fine-tuning, and real-time Agent Assist.
- Strong conversational design, problem-solving, communication, collaboration, and client-environment skills.
- Preferred skills include GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery or Postgres SQL, Playbooks, Cloud Run, API Management, multimodal agent systems, RAG, and basic Python.
Benefits
- PwC offers inclusive benefits, flexibility programs, mentorship, wellbeing support, and opportunities for learning and certification.
- The role includes collaboration with clients and cross-functional teams; travel requirements are not specified.
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.