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 and multi-step interactions 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 capabilities such as knowledge recommendations, suggested responses, call summarization, and real-time agent guidance.
- Build custom fulfillment logic and integrations using Python and/or Node.js, including REST APIs, webhooks, and middleware for CRM and telephony systems.
- Use Dialogflow CX, Agent Builder, Vertex AI, and related CCAI tools within GCP for virtual agent and conversational AI implementations.
- Implement CX Insights and analytics dashboards to measure Containment Rate, CSAT, NPS, Average Handle Time (AHT), and Intent Accuracy using BigQuery and reporting tools.
- Contribute to end-to-end delivery across requirements, architecture, design, development, testing, deployment, hypercare, and continuous improvement.
What you'll need
- 4–8 years of experience implementing and configuring GE4CX (Gemini Enterprise for Customer Experience) solutions.
- Hands-on experience with Google Contact Center AI (CCAI) capabilities including Virtual Agents, Agent Assist, and Insights.
- Proficiency with Vertex AI, Gemini APIs, and generative AI-powered conversational development.
- Experience integrating CCAI/GE4CX with enterprise CRM (Salesforce) and telephony systems (Genesys, Cisco, Avaya).
- Practical experience with GCP services such as Cloud Run, GKE, Pub/Sub, BigQuery, API Management, and Cloud Storage.
- Proficiency in Python/Node.js for custom fulfillment and integrations, including multi-turn, multimodal agent design and Gemini multimodal capabilities.
- Experience in CX analytics (CSAT, NPS, AHT), voice biometrics, sentiment analysis, and real-time agent assist.
Details
- Location: Chennai - Menon Eternity.
- Work visa sponsorship: No.
- Government clearance required: No.
- Job posting end date: September 7, 2026.
Read the full description and apply on the company’s own careers page.
