Overview
Senior Associate role focused on designing, developing, and deploying conversational AI solutions on the Google Gemini Enterprise for Customer Experience (GECX) platform.
What you'll do
- Design, build, and deploy conversational AI workflows using Google Gemini Enterprise (GE 4 CX) models.
- Develop and optimize intents, entities, playbooks, prompts, fulfillment logic, and conversation flows for enterprise CX scenarios.
- Configure and enhance Agent Assist features (knowledge recommendations, suggested responses, call summarization, real-time guidance).
- Build custom fulfillment logic and integrations using Python and/or Node.js, including REST APIs, webhooks, and middleware.
- Use Dialogflow CX and other CCAI tools within GCP for virtual agent and conversational AI implementations.
- Implement CX insights and analytics dashboards to measure metrics like Containment Rate, CSAT, NPS, AHT, and Intent Accuracy.
- Contribute to end-to-end delivery (requirements through deployment, hypercare, and continuous improvement) for GECX/CCAI projects.
What you'll need
- 4–8 years of experience implementing and configuring GE4CX solutions.
- Hands-on expertise in GE4CX Conversational AI, CX Agent Studio, and Dialogflow CX.
- Proficiency in Google Contact Center AI (CCAI) capabilities: Virtual Agents, Agent Assist, and Insights.
- Experience integrating CCAI/GE4CX with enterprise CRM (Salesforce) and telephony systems (Genesys, Cisco, Avaya).
- Proficiency with GCP services such as Cloud Run, GKE, Pub/Sub, BigQuery/SQL, API management, and Cloud Storage.
- Proficiency in Python/Node.js for custom fulfillment and integrations, including LLM fine-tuning and prompt engineering.
Nice to have
- Preferred skills include the same listed tools/skills set (GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery/Postgres SQL, playbooks, Cloud Run, API Management, multi-modal agent systems, RAG, basic Python).
Details
- Location: Bengaluru Millenia.
- Travel requirements: Not specified.
- Work visa sponsorship: No.
- Government clearance required: No.
Read the full description and apply on the company’s own careers page.
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