1 day ago
Hyderābād, 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 capabilities including knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Build custom fulfillment logic, APIs, webhooks, and middleware integrations with Salesforce, Genesys, Cisco, Avaya, and other enterprise 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 using BigQuery, Looker, or Data Studio to measure customer-experience metrics.
- 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.
- 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 engineering, and security teams while maintaining customer-data privacy and compliance best practices.
Requirements
- 4–8 years of professional experience.
- Bachelor’s degree, including BTech or BE qualification.
- Hands-on experience implementing and configuring GE4CX, CX Agent Studio, Dialogflow CX, Agent Assist, and CX Insights.
- Strong experience with Google Contact Center AI capabilities including Virtual Agents, Agent Assist, and 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.
- Practical 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.
- Experience with CX analytics, voice biometrics, sentiment analysis, LLM fine-tuning, and real-time Agent Assist.
- Strong conversational-design, problem-solving, communication, and collaboration skills; relevant Google Cloud certifications and continuous learning are preferred.
Benefits
- PwC offers inclusive benefits, flexibility programs, wellbeing support, mentorship, learning opportunities, and certification initiatives.
- 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.