IN_Senior Manager_GE4CX Conversational AI Developer_GCC_Advisory_Kolkata

PwC India; Kolkata District; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Mentorship

Flexibility programmes

Inclusive benefits

Job summary

PwC India is seeking a skilled GE4CX Developer to design, develop, and deploy advanced conversational AI solutions on the Google Gemini Enterprise platform for Customer Experience. You will work with CX, IT, and operations to optimize AI-powered customer engagement tools.

The role requires hands-on experience with GE4CX, Dialogflow CX, and Vertex AI, plus integration with Salesforce and telephony systems to deliver end-to-end CX solutions.

Qualifications

• Hands-on experience implementing GE4CX solutions including CX workflows and Dialogflow CX.
• Experience with Vertex AI, Gemini APIs, and generative AI-powered conversational development.
• Experience integrating CCAI/GE4CX with Salesforce and telephony systems.

Responsibilities

• Design, build, and deploy conversational AI workflows and multi-step interactions using GE4CX models.
• Develop intents, entities, playbooks, prompts, and conversation flows for enterprise CX scenarios.
• Configure Agent Assist features including knowledge recommendations and real-time agent guidance.
• Create custom fulfillment logic and integrations using Python/Node.js with REST APIs and webhooks.
• Utilize Dialogflow CX and Vertex AI for Virtual Agent implementations.
• Implement CX Insights dashboards using BigQuery, Looker, or Data Studio.
• Leverage GCP services like Vertex AI, Cloud Run, GKE, Pub/Sub, Apigee, and Cloud Storage.
• Lead end-to-end delivery of GECX/CCAI projects from requirements to deployment.

Skills

GE4CX

Gemini Enterprise for CX

Dialogflow CX

Vertex AI

Python

Node.js

CRM integration

CCAI platform

GCP services

Education

null

Tools

Salesforce

Genesys

Cisco

Avaya

Job description

Job Description & SummaryAt 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 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 moreabout 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 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/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 A gent A ssist; strong problem‑solving, communication skills, and ability to collaborate effectively in fast‑paced client environments.

Line of ServiceAdvisory

Industry/SectorNot Applicable

SpecialismOperations

Management LevelSenior Manager

Job Description & SummaryAt 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 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 moreabout 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 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