Platform Engineer - Dialogflow CX & Agent Assist

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

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