IN_Senior Manager_GE4CX Conversational AI Developer_GCC_Advisory_Kolkata

• Job Summary: 

  We are seeking a skilled GE4CX Developer 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-on expertise in 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 and optimize intents, 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 Node.js, developing REST APIs, webhooks, and middleware to connect GE4CXplatforms with enterprise CRM (e.g., Salesforce), telephony (Genesys, Cisco, Avaya), and other systems. 

  - Utilize Dialogflow CX, 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 Google BigQuery, 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, deployment, hypercare and continuous improvement. 

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

  - Apply expertise in 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 agent assist technologies to enrich contact center AI features. 

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

  - Participate in 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 configuring GE4CX (Gemini Enterprise for Customer Experience) solutions including Conversational AI, CX Agent Studio, and Dialogflow CX. 

  Strong expertise in Google Contact Center AI (CCAI) platform capabilities: Virtual Agents, Agent Assist, and Insights. 

  Proficiency with 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 understanding of practical experience with core GCP services relevant to CX such as Cloud Run, Google Kubernetes Engine (GKE), Pub/Sub, BigQuery, API Management and Cloud Storage. 

  Proficient in Python/Node.js for custom fulfillment and integrations, with strong conversational design expertise in multi-turn, multimodal agents, including LLM fine-tuning, prompt engineering, and Gemini’s multimodal capabilities. 

  Experienced in CX analytics (CSAT, NPS, AHT), voice biometrics, sentiment analysis, and real-time Agent Assist; 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