Google Platform Specialist (CCAI / Dialog flow CX)

EXL Service Philippines, Inc.; Philippines; On-site; PHP 900,000 - 1,500,000; 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, manage environments, and build webhook integrations using Cloud Functions/Run.

You’ll also tune monitoring, assist the CI team with analytics, and mentor junior analysts in troubleshooting. The role requires 4–6 years IT/CX experience with 3+ years hands-on Dialogflow CX / CCAI, plus scripting and

Qualifications

• 4–6 years total IT/CX experience with 3+ years hands-on Dialogflow CX / CCAI
• Understanding of LLM/Agentic-based intent classification and generative flow design
• Hands-on experience with webhook fulfillment and Dialogflow CX API
• Familiarity with GCP Cloud Monitoring, Cloud Logging, Pub/Sub, and IAM

Responsibilities

• Investigate and resolve L2 incidents for Dialogflow CX, Agentic/LLM-based GECX within SLA
• Configure and modify Dialogflow CX flows, pages, intents, and route groups; manage Environments/Versions
• Build and troubleshoot webhook fulfillment (Cloud Functions/Cloud Run) and validate prompts
• Monitor GCP Cloud Monitoring/Cloud Logging and forward signals to Datadog via Pub/Sub
• Troubleshoot Agent Assist features like real-time transcription, Smart Reply, and suggested articles
• Support CI Team reviews with analytics-driven flow gap identification
• Monitor data ingestion pipelines between Google and Snowflake for conversation logs
• Contribute to RCA documentation correlating GCP IAM logs with Dialogflow interaction logs
• Contribute to SLI/SLO tracking by tuning monitoring alerts
• Identify repetitive tasks and propose automation to reduce toil
• Mentor L1 analysts on Dialogflow CX / Agent Assist troubleshooting

Skills

Dialogflow CX

CCAI (GCP)

Webhook fulfillment

GCP Monitoring

IAM & Logging

ITIL processes

Python/Bash scripting

Agentic/LLM-based intents

Job description

Platform specialist supporting Google GECX (Agentic/LLM-based intent classification) and Agent Assist, covering day-to-day monitoring, incident resolution, and configuration support

Key Responsibilities

• Investigate and resolve L2-level incidents for Dialog flow CX (Agentic/LLM-based GECX) and Agent Assist within SLA, using GCP Cloud Console and Dialog flow CX simulator/history for diagnosis
• Configure and modify Dialog flow CX flows, pages, state handlers, intents, entity types, and route groups; manage Environments and Versions for controlled rollout
• Build and troubleshoot webhook fulfillment (Cloud Functions / Cloud Run) and validate Agentic/LLM prompt and generative-response logic
• Monitor GCP Cloud Monitoring/Cloud Logging and forward critical signals to Datadog via Pub/Sub for the unified L1 dashboard
• Troubleshoot Agent Assist features: real-time transcription (STT), Smart Reply, Smart Compose, and article/knowledge suggestions
• Support the CI Team (Google GECX/Agent Assist scope) with fortnightly reviews on a 60-day rolling window, using conversation analytics/CSAT data to identify flow gaps
• Support monitoring of the Google-to-Snowflake data ingestion pipeline (conversation logs, intent match rates)
• Contribute to RCA documentation for P1/P2 incidents, correlating GCP IAM/audit logs with Dialog flow CX interaction logs
• Contribute to SLI/SLO tracking by tuning GCP Cloud Monitoring alerting policies to reduce noise and improve detection accuracy
• Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
• Mentor L1 analysts on Dialog flow CX / Agent Assist troubleshooting

Required Skills & Qualifications

• 4–6 years total IT/CX experience, including 3+ years hands-on with Google Dialog flow CX / CCAI (Contact Center AI), ideally in a contact-center IVR context
• Understanding of LLM/Agentic-based intent classification and generative flow design (distinct from legacy NLU-based intent matching)
• Hands-on experience with webhook fulfillment (Cloud Functions/Cloud Run), Environments/Versions, and Dialog flow CX API
• Familiarity with GCP Cloud Monitoring, Cloud Logging, Pub/Sub, and IAM for cloud-native troubleshooting
• Working knowledge of ITIL incident/change management processes
• Basic scripting ability (Python or Bash) for diagnostics and light automation

Preferred / Nice to Have

• Google Cloud certification (Associate Cloud Engineer or Dialog flow CX/Conversational AI specialization)
• Exposure to Vertex AI, Agent Assist API, or Contact Center AI Platform (CCAI Platform)
• Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)