Sr Associate_GE4CX Conversational AI Developer_GCC

PwC Service Delivery Center; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

PwC Service Delivery Center in Bengaluru is seeking a GE4CX Developer to design, develop, and deploy advanced conversational AI solutions on Google Gemini Enterprise for CX. You will build multi-turn, multimodal AI workflows and integrate CCAI components with enterprise systems to deliver end-to-end CX value.

Responsibilities include designing intents, entities, playbooks, prompts, and fulfillment logic; implementing agent assist features; building REST APIs and webhooks to connect CRM and

Qualifications

• Hands-on experience building multi-turn, multimodal AI workflows.
• Experience integrating CCAI components with enterprise systems.
• Proficiency in Python/Node.js for API and webhook development.

Responsibilities

• Design, build, and deploy conversational AI workflows using Google Gemini Enterprise CX models.
• Develop intents, entities, playbooks, prompts, and fulfillment logic for enterprise CX scenarios.
• Configure and enhance Agent Assist capabilities including knowledge recommendations and suggested responses.
• Build custom fulfillment logic and integrations using Python/Node.js with REST APIs and webhooks to connect CRM and telephony systems.
• Utilize Dialogflow CX, Agent Builder, Vertex AI and other CCAI tools within GCP for virtual agents.
• Implement CX insights dashboards to measure CSAT, NPS, AHT, and containment rate using Looker/Data Studio.
• Collaborate with CX strategists, DevOps, data engineers, and security for operational excellence.
• Maintain security, compliance, and best practices in CX AI development.

Skills

Python

Node.js

Dialogflow CX

Vertex AI

GCP

LLM fine-tuning

APIs

REST APIs

Tools

Salesforce

Genesys

Cisco

Avaya

Job description

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, 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.

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.