INSenior ManagerGE4CX Conversational AI DeveloperGCCAdvisoryKolkata

• Job Summary:

  We are seeking a skilledGE4CXDeveloper to design develop and deploy advanced conversational AI solutions on the Google Gemini Enterprise for Customer Experience (GECX) platform. The ideal candidate will have hands-onexpertisein building multi-turn multimodal AI-driven workflows integrating Contact Center AI (CCAI) components with enterprise systems and delivering end-to-end CX solutions that drive business value. You will work closely with CX IT and operations teams to ensure seamless adoption and optimization of AI-powered customer engagement tools.

  Responsibilities:

  - Design build and deploy conversational AI workflows and multi-step interactions using Google Gemini Enterprise (GE4CX) models.

  - Develop andoptimizeintents entities playbooks prompts fulfillment logic and conversation flows tailored to enterprise customer experience scenarios.

  - Configure and enhance Agent Assist capabilities including knowledge recommendations suggested responses call summarization and real-time agent guidance to improve contact center efficiency.

  - Build custom fulfillment logic and integrations using Python and/or developing REST APIs webhooks and middleware to connectGE4CXplatforms with enterprise CRM (e.g. Salesforce) telephony (Genesys Cisco Avaya) and other systems.

  - UtilizeDialogflowCX Agent Builder Vertex AI and other CCAI tools within GCP for Virtual Agent and conversational AI implementations.

  - Implement CX Insights and analytics dashboards to measure key customer experience metrics such as Containment Rate CSAT NPS Average Handle Time (AHT) and Intent Accuracy using GoogleBigQuery Looker or Data Studio.

  - Leverage Google Cloud Platform (GCP) services including Vertex AI Cloud Run Google Kubernetes Engine (GKE) Pub/Sub Apigee and Cloud Storage for scalable secure CX solution delivery.

  - Contribute to end-to-end delivery of GECX/CCAI projects from requirements gathering solution architecture design development testing deploymenthypercareand continuous improvement.

  - Translate complex business and customer experience requirements into scalable technical architectures and conversational designs consistent with best practices.

  - Applyexpertisein large language model (LLM) fine-tuning prompt engineering and Gemini multimodal capabilities to tailor solutions for diverse interaction modalities.

  - Collaborate with cross-functional teams including CX strategists DevOps data engineers and security to ensure operational excellence.

  - Apply knowledge of voice biometrics sentiment analysis and real-time agentassisttechnologies to enrich contact center AI features.

  -Maintainsecurity compliance and best practices in developing contact center AI solutions with a focus on customer data privacy.

  -Participatein knowledge sharing continuous learning and certification initiatives to keep pace with evolving Google Cloud AI technologies.

  Required Skills & Qualifications:

  Proven hands-on experience implementing and configuringGE4CX(Gemini Enterprise for Customer Experience) solutions including Conversational AI CX Agent Studio andDialogflowCX.

  Strongexpertisein Google Contact Center AI (CCAI) platform capabilities: Virtual Agents Agent Assist and Insights.

  Proficiencywith Vertex AI Gemini APIs and generative AI-powered conversational solution development.

  Extensive experience integrating CCAI/GE4CXsolutions with enterprise CRM (Salesforce) and telephony systems (Genesys Cisco Avaya).

  Solid understandingofpractical experience with core GCP services relevant to CX such as Cloud Run Google Kubernetes Engine (GKE) Pub/SubBigQueryAPI Managementand Cloud Storage.

  Proficient in Python/ for custom fulfillment and integrations with strong conversational designexpertisein multi-turn multimodal agents including LLM fine-tuning prompt engineering and Geminis multimodal capabilities.

  Experienced in CX analytics (CSAT NPS AHT) voice biometrics sentiment analysis and real-timeAgentAssist; strong problem-solving communication skills and ability to collaborate effectively in fast-paced client environments.

Mandatory skill sets:

Preferred skill sets:

Years of experience required:

Education qualification:

Btech BE