1 day ago
Kolkāta, 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 capabilities including knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Develop Python or Node.js 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 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 performance.
- Use GCP services including Vertex AI, Cloud Run, Google Kubernetes Engine, Pub/Sub, Apigee, and Cloud Storage to deliver scalable CX solutions.
- Contribute across 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-assist technologies.
- Collaborate with CX strategists, DevOps, data engineers, security teams, IT, and operations stakeholders.
- Maintain security, compliance, customer data privacy, knowledge sharing, continuous learning, and certification initiatives.
Requirements
- 4–8 years of relevant experience.
- Bachelor’s degree in engineering or a related field, including BTech or BE.
- Hands-on experience implementing and configuring GE4CX, 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 custom 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, real-time Agent Assist, RAG, Playbooks, and Postgres SQL.
- Strong problem-solving, communication, collaboration, and client-environment skills.
- Conversational AI is required; experience with the listed optional technologies and skills is preferred.
Benefits
- PwC offers inclusive benefits, flexibility programs, wellbeing support, mentorship, learning opportunities, and certification initiatives.
- The role involves collaboration in a client-focused environment; 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.