11 hours ago
Chennai, IndiaMid Level / Senior
Responsibilities
- Design, build, and deploy conversational AI workflows and multi-step interactions using Google Gemini Enterprise 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 integrations with Salesforce, Genesys, Cisco, Avaya, and other enterprise systems.
- Use Dialogflow CX, Agent Studio, Vertex AI, and other CCAI tools for virtual agent and conversational AI implementations.
- Implement CX Insights and analytics dashboards using metrics such as containment rate, CSAT, NPS, AHT, and intent accuracy.
- Use GCP services including Cloud Run, GKE, Pub/Sub, Apigee, BigQuery, and Cloud Storage for scalable CX solution delivery.
- Contribute across requirements gathering, solution architecture, design, development, testing, deployment, hypercare, and continuous improvement.
- Apply LLM fine-tuning, prompt engineering, and Gemini multimodal capabilities to customer engagement solutions.
- Collaborate with CX strategists, DevOps, data engineers, security teams, IT, and operations teams.
- Apply voice biometrics, sentiment analysis, and real-time Agent Assist technologies to contact center solutions.
- Maintain security, compliance, customer data privacy, and technical best practices.
- Participate in knowledge sharing, continuous learning, and certification initiatives.
Requirements
- 4–8 years of professional experience is required.
- Bachelor's degree, with BTech or BE listed as the education qualification.
- Hands-on experience implementing and configuring GE4CX solutions, including Conversational AI, CX Agent Studio, and Dialogflow CX.
- Strong knowledge of Google CCAI 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 telephony 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, multimodal agents, LLM fine-tuning, prompt engineering, and Gemini multimodal capabilities.
- Experience with CX analytics, voice biometrics, sentiment analysis, and real-time Agent Assist.
- Knowledge of 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, mentorship, wellbeing support, and opportunities for learning and certification.
- The role is based in Chennai, India; travel requirements are not specified.
- Work 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.