Google Platform Specialist (CCAI / Dialog flow CX)

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

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)