Sr Associate – GE4CX Conversational AI Developer, Advisory

Overview

Senior Associate GE4CX Conversational AI Developer (Advisory) focused on designing, developing, and deploying conversational AI solutions on the Google Gemini Enterprise for Customer Experience (GECX) platform.

What you'll do

• Design and deploy multi-turn, multi-step conversational AI workflows using Google Gemini Enterprise (GE 4 CX) models.
• Develop and optimize intents, entities, playbooks, prompts, fulfillment logic, and conversation flow for enterprise CX scenarios.
• Configure 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.
• Implement Virtual Agent and conversational AI using Dialogflow CX, Agent Builder, and Vertex AI within GCP.
• Build CX insights and analytics dashboards to measure metrics like Containment Rate, CSAT, NPS, AHT, and Intent Accuracy.

What you'll need

• 4 - 8 years of experience implementing and configuring GE4CX (Gemini Enterprise for Customer Experience) solutions.
• Hands-on expertise with Contact Center AI (CCAI) capabilities including Virtual Agents, Agent Assist, and Insights.
• Proficiency with Vertex AI and Gemini APIs for generative AI-powered conversational solution development.
• Experience integrating CCAI/GE4CX solutions with enterprise CRM (Salesforce) and telephony systems (Genesys, Cisco, Avaya).
• Proficiency with GCP services including Cloud Run, GKE, Pub/Sub, BigQuery, API Management, and Cloud Storage.
• Proficiency in Python/Node.js for custom fulfillment and integrations, including LLM fine-tuning and prompt engineering.
• Knowledge of CX analytics metrics (CSAT, NPS, AHT), voice biometrics, sentiment analysis, and real-time agent assist.

Details

• Location: Pune.
• Work visa sponsorship: No.