Job Summary

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. Those in software engineering at PwC will focus on developing innovative software solutions to drive digital transformation and enhance business performance. In this field, you will use your knowledge to design, code, and test cutting-edge applications that revolutionise industries and deliver exceptional user experiences.

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, 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.

Qualifications

- Experience with GE4CX and Google Gemini Enterprise in designing conversational AI solutions for CX.
- Solid programming skills in Python and/or Node.js; Experience building REST APIs and webhooks.
- Hands-on experience with Dialogflow CX, Vertex AI, and other CCAI tools within GCP.
- Experience with analytics tools such as BigQuery, Looker, and Data Studio for CX metrics.
- Understanding of CRM integration (e.g., Salesforce) and telephony systems (Genesys, Cisco, Avaya).
- Knowledge of security, privacy, and compliance in AI projects.
- Strong collaboration and communication skills to work with cross-functional teams.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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