L3 Support Engineer - Agentic AI

Capgemini; Charlotte (NC); On-site; USD 14,603,000 - 38,573,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Job summary

Tundra Technical Solutions is seeking a Senior GCP Conversational AI Support Engineer for a 3-month on-site contract in Charlotte, NC. You will be the top escalation point for Google Cloud CES issues, diagnosing architectural and runtime problems across virtual agents and integrations with major CCaaS platforms.

Must have deep Dialogflow CX expertise, strong GCP serverless/API experience, and proficiency in SQL with BigQuery.

Qualifications

• 7+ years in Cloud Infrastructure, Middleware, or Software Engineering with 3+ years in Google Cloud CCAI/Dialogflow CX.

Responsibilities

• Diagnose and resolve complex issues in Dialogflow CX state flows and webhook failures.
• Troubleshoot SIP/WebRTC integrations and CCaaS platforms.
• Support Generative AI, Vertex AI Agent Builder, and data stores.
• Tune latency and optimize STT/TTS configurations.
• Build dashboards with Cloud Logging, Cloud Monitoring, and BigQuery.
• Ensure security with Cloud DLP, IAM, and VPC-SC.
• Support CI/CD and release pipelines using Terraform and Dialogflow APIs.

Skills

node.js

Terraform (IaC)

GCP Integration

CI/CD

python programming

Dialogflow CX

Vertex AI

Tools

Cloud Run

Cloud Functions

BigQuery

Job description

Senior GCP Conversational AI Support Engineer (Contract)

Charlotte, NC, United States (On-site)

Contract (3 months)

Published 2 days ago

node.js

Terraform (IaC)

GCP Integration

CI/CD

python programming

As a Senior GCP Conversational AI Support Engineer , you will be the highest level of technical escalation for our enterprise-grade Google Cloud Conversational Enterprise Suite (CES). You will diagnose and resolve complex architectural, integration, and runtime issues across our virtual agents (voice and chat). You will work closely with Cloud Architects, DevOps teams, and Google Support Engineering to ensure high availability, low latency, and optimal performance of our conversational pipelines.

Key Responsibilities:

Advanced Troubleshooting (L3): Diagnose and resolve complex issues related to Dialogflow CX state flows, intent matching, transition routes, and webhook failures (Cloud Functions/Cloud Run).

Telephony & Integration Support: Troubleshoot SIP trunking, WebRTC, and integration layers between Google CCAI and major CCaaS platforms (e.g., Genesys Cloud, Avaya, Cisco, or Webex).

Generative AI & LLM Triage: Support and optimize hybrid agents utilizing Vertex AI Agent Builder, Generative Playbooks, and Search/Conversation data stores.

Performance & Latency Tuning: Analyze end-to-end latency of voice/chat streams. Optimize speech-to-text (STT) and text-to-speech (TTS) configurations, including custom pronunciations and speech adaptation.

Observability & Analytics: Build and maintain advanced monitoring dashboards using Cloud Logging, Cloud Monitoring, and BigQuery. Analyze conversation logs using CCAI Insights to identify drop-offs and system errors.

Security & Compliance: Ensure conversational data complies with security standards. Configure and troubleshoot Cloud Data Loss Prevention (DLP) for PII redaction, IAM roles, and VPC Service Controls (VPC-SC).

CI/CD & Release Management: Support the deployment pipeline of Dialogflow CX agents across Dev, QA, and Prod environments using Terraform, CX CLI, or Dialogflow API.

Required Technical Skills & Experience:

7+ years of experience in Cloud Infrastructure, Middleware, or Software Engineering, with at least 3 years of hands-on experience with Google Cloud CCAI / Dialogflow CX.

Deep Dialogflow CX Expertise: Mastery of flows, pages, transition routes, route groups, event handlers, parameters, and conditional routing.

GCP Serverless & APIs: Strong experience debugging webhooks hosted on Cloud Run, Cloud Functions, or App Engine (Node.js, Python, or Go).

Data & Analytics: Proficient in writing SQL queries in BigQuery to analyze conversation logs and export metrics.

Networking & Telephony: Solid understanding of SIP, RTP, gRPC, APIs (REST/JSON), and OAuth 2.0 authentication.

Security: Experience with GCP security tools, specifically Cloud DLP, KMS, and IAM.

Infrastructure as Code (IaC): Familiarity with managing Dialogflow resources via Terraform.

The pay range that the employer in good faith reasonably expects to pay for this position is $34.67/hour - $54.18/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America's leading providers of Staffing and Consulting Services. Our success and our clients' success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.