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* Why PWC
At PwC you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work powered by technology in an environment that drives innovation will enable you to make a tangible impact in the real world. We reward your contributions support your wellbeing and offer inclusive benefits flexibility programmes and mentorship that will help you thrive in work and life. Together we grow learn care collaborate and create a future of infinite experiences foreach other. Learn more
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- 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 (GE 4 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 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.
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/ GE4CX solutions 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 A PI Management and Cloud Storage .
Proficient in Python/ for custom fulfillment and integrations with strong conversational design expertise in 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-time A gent A ssist; solid problem-solving communication skills and ability to collaborate effectively in fast-paced client environments.
Mandatory skill set s:
GECX Agent Studio Dialogflow CX Agent Assist CX Insights BigQuery / Postgres SQL Playbooks Cloud Run API Management Multi modal Agent Systems RAG Basic Python.
Preferred skill sets :
GECX Agent Studio Dialogflow CX Agent Assist CX Insights BigQuery / Postgres SQL Playbooks Cloud Run API Management Multi modal Agent Systems RAG Basic Python.
Years of experience required :
4 -8 Years
Education qualification :
Btech BE
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required: Bachelor Degree
Degrees/Field of Study preferred:
Certifications (if blank certifications not specified)
Required Skills
Conversational AI
Optional Skills
Acceptance Test Driven Development (ATDD) Acceptance Test Driven Development (ATDD) Accepting Feedback Active Listening Analytical Thinking Android Operating Systems API Management Appian (Platform) Application Development Application Frameworks Application Lifecycle Management Application Software Business Process Improvement Business Process Management (BPM) Business Requirements Analysis C#.NET C Programming Language Client Management Code Review Coding Standards Communication Computer Engineering Computer Science Continuous Integration/Continuous Delivery (CI/CD) Creativity 46 more
Desired Languages (If blank desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship
No
Government Clearance Required
No
Job Posting End Date
September 7 2026
Required Experience:
IC
📌 INSr AssociateCX Conversational AI DeveloperGCCAdvisoryPune (Pune)
🏢 PricewaterhouseCoopers
📍 Pune
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