Overview
Senior Manager role focused on designing, developing, and deploying advanced conversational AI solutions on Google Gemini Enterprise for Customer Experience (GECX).
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 connecting to CRM and telephony systems.
- Implement CX Insights and analytics dashboards to measure CX metrics (Containment Rate, CSAT, NPS, AHT, Intent Accuracy) using Google BigQuery plus reporting tools.
- Contribute 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 expertise 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 solution development.
- Experience integrating CCAI/GE4CX with enterprise CRM (Salesforce) and telephony systems (Genesys, Cisco, Avaya).
- Working knowledge of core GCP services for CX such as Cloud Run, GKE, Pub/Sub, BigQuery, API management, and Cloud Storage.
- Proficiency in Python/Node.js for custom fulfillment and integrations plus conversational design for multi-turn, multimodal agents.
- Mandatory skills include GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery/Postgres SQL, Playbooks, Cloud Run, API Management, Multi modal Agent Systems, RAG, and Basic Python.
Details
- Location: Gurugram Downtown 4.
- Employment or remote work mode not specified.
Read the full description and apply on the company’s own careers page.
