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) CX 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 GE4CX platforms 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

📌 Sr Associate_CX Conversational AI Developer_GCC (Bengaluru)
🏢 PwC Service Delivery Center
📍 Bengaluru