Engineer-Google CES; AI Agent Support

P3-Engineer-Google CES(AI Agent) Support

Bangalore, India – Innovation and Capability Centre that allows us to further inhouse talent and scale that talent across our business. Our ambition is to build differentiated opportunities that allows our organization to advance rapidly, to do this we will be looking to partner with Local universities to help develop the skill sets we are looking for including across Software-defined networking, machine learning and big data.

• Able to provide solutions which may set precedent.
• Able to complete work independently; receives guidance on overall project objectives.
• Responsible for ensuring stable Development and Operations Support in shift Model on rotation basis.
• Role involves proactive monitoring, Incident management and continuous improvement of Production System Google Customer Engagement Suite(CES).
• Able to collaborate with and share best practices across the team.
• Enthusiastic, open and accessible, and continuously improves the way things are done.
• Able to work under pressure and adjust to changing priorities, while maintaining integrity and composure.
• Excellent organizational and behavioral skills, preferred.

• Bachelor’s Degree in related field or equivalent work experience
• 6-9 of years’ experience in related field preferred
• Moderate to Strong Development and Operations support experience on the skills below and similar role in developing conversational AI solutions.
• Strong Programming experience in Python
  , Java, or JavaScript, preferred.
• Understanding how ML models work, especially for Smart Reply, Smart Compose, and LLM summarization features.
• Experience with platforms like Dialogflow, or equivalent framework. Familiarity with Google Gemini and CCAI (Contact Center AI) is preferred.
• Proficiency in cloud platforms including Google Cloud Platform (GCP).
• Familiarity with chatbot development tools and libraries.
• Ability to manage API integrations with other platforms. Experience with Genesys Cloud, Salesforce CRM, and Verint is a Plus
• Understanding of contact center metrics such as CSAT, NPS, FCR and AHT is preferred.
• Familiarity with Conversational Agents testing and evaluation techniques and tools.
• Ability to build architecture on Google Cloud that integrates Gemini with other services such as containerized apps, messaging, databases and storage solutions is preferred.
• Strategic mindset with ability to translate business needs into technical solutions.
• Skills in IVA/Conversational AI, GenAI agent assist, and speech/text analytics.
• Experience in conversational data analysis, including sentiment/topic modeling, to inform model refinement, optimization, and observability.
• Familiarity with large language models (LLMs), especially multimodal models like Gemini, which handle text, video, and audio inputs.
• Ability to craft effective prompts for Gemini to generate code, summaries, and process suggestions.
• Skills in using Gemini APIs and tools for embedding AI into applications and workflows.
• Experience with freeform prompts, variables, and parameters to fine-tune AI responses.
• Familiarity with Google Gemini’s architecture and how it supports vision-language-action tasks.
• Experience with custom UIs for agent-facing and customer-facing applications when native integration isn’t feasible is preferred.

• Assist in the design, development, and deployment of sophisticated conversational AI applications.
• Develop configurable solutions leveraging Google’s Gemini model to provide AI-driven solutions for contact center agents to support the case channel.
• Develop intelligent AI solutions leveraging Google Agent Assist and Google Conversational Agents to drive improvements to the agent and customer experience.
• Collaborate with cross-functional teams to understand requirements and build/deploy solutions that meet their needs.
• Integrate Google Agent Assist and Google Conversational Agents with key contact center technologies (Genesys, Verint) and CRM platforms (Salesforce, SAP).
• Ensure the quality, performance, and security of custom code across the Google AI platform.
• Leverage Google Customer Engagement Suite to implement capabilities to contact…