Dialogflow CX Platform Specialist

EXL Service Philippines, Inc.; Philippines; On-site; PHP 1,100,000 - 1,600,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Platform specialist to support Google GECX (Agentic/LLM-based intent classification) and Agent Assist. You will monitor incidents, configure Dialogflow CX, and ensure reliable webhook fulfillment within SLA.

You will work with GCP tools, Cloud Functions/Run, and Datadog integration while mentoring junior staff and contributing to incident RCA and SLI/SLO improvements.

Qualifications

• 4–6 years IT/CX experience with 3+ years hands-on Google Dialogflow CX/CCAI
• Experience with webhook fulfillment (Cloud Functions/Cloud Run)
• Familiarity with GCP Monitoring/Logging, Pub/Sub and IAM
• Basic scripting in Python or Bash for diagnostics
• Working knowledge of ITIL incident/change management

Responsibilities

• Investigate and resolve L2–level incidents for Dialogflow CX and Agent Assist within SLA
• Configure Dialogflow CX flows, pages, intents, environments and versions
• Build and troubleshoot webhook fulfillment and validate prompt logic
• Monitor GCP Cloud Monitoring/Logging and forward signals to Datadog
• Troubleshoot Agent Assist features including STT, Smart Reply and knowledge suggestions
• Support CI team with reviews using CSAT data to identify flow gaps
• Monitor Google-to-Snowflake data ingestion and correlate logs
• Contribute to RCA documentation for P1/P2 incidents
• Contribute to SLI/SLO tuning to reduce noise and improve detection
• Identify manual tasks and propose automation fixes
• Mentor L1 analysts on Dialogflow CX / Agent Assist troubleshooting

Skills

Dialogflow CX

CCAI

GCP Monitoring

ITIL

Python

Bash

Webhooks

Automation

Job description

EXL Service Philippines, Inc. is seeking a Platform specialist to support Google GECX (Agentic/LLM-based intent classification) and Agent Assist. You will monitor incidents, configure Dialogflow CX, and ensure reliable webhook fulfillment within SLA.

You will work with GCP tools, Cloud Functions/Run, and Datadog integration while mentoring junior staff and contributing to incident RCA and SLI/SLO improvements.