IN_Senior Manager_GE4CX Conversational AI Developer_GCC_Advisory_Gurgaon

PwC; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

PwC seeks a skilled GE4CX Developer to design, develop, and deploy advanced conversational AI solutions on Google Gemini Enterprise for Customer Experience (GECX). The role focuses on multi-turn, multimodal workflows and integrating with enterprise systems to deliver measurable business value.

You will collaborate with CX, IT, and operations teams to ensure adoption, optimize AI-powered engagement, and ensure security and compliance in delivery.

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 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.

Job description

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description & 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.

Why PWC

At PwC , you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our 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 for each other. Learn more about us.

At PwC , we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm's growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

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 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.

Required Skills & Qualifications

Proven hands‑on experi