PwC—IN · Senior Manager · GE4CX Conversational AI Developer · GCC · Advisory · Kolkata

Job description

Description: Line of Service Advisory Industry/Sector Not Applicable Specialism Operations Management Level Senior Manager Job Description & Summary At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. Those in software engineering at PwC will focus on developing innovative software solutions to drive digital transformation and enhance business performance. In this field, you will use your knowledge to design, code, and test cutting-edge applications that revolutionise industries and deliver exceptional user experiences. *Why PWC At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us . At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. " - Job Summary: We are seeking a skilled GE4CX Developer to design, develop, and deploy advanced conversational AI solutions on the Google Gemini Enterprise for Customer Experience (GECX) platform. The ideal candidate will have hands-on expertise in building multi-turn, multimodal AI-driven workflows, integrating Contact Center AI (CCAI) components with enterprise systems, and delivering end-to-end CX solutions that drive business value. You will work closely with CX, IT, and operations teams to ensure seamless adoption and optimization of AI-powered customer engagement tools. Responsibilities: - Design, build, and deploy conversational AI workflows and multi-step interactions using Google Gemini Enterprise (GE4CX) models. - Develop and optimize intents, entities, playbooks, prompts, fulfillment logic, and conversation flows tailored to enterprise customer experience scenarios. - Configure and enhance Agent Assist capabilities including knowledge recommendations, suggested responses, call summarization, and real-time agent guidance to improve contact center efficiency. - Build custom fulfillment logic and integrations using Python and/or Node.js, developing REST APIs, webhooks, and middleware to connect GE4CXplatforms with enterprise CRM (e.g., Salesforce), telephony (Genesys, Cisco, Avaya), and other systems. - Utilize Dialogflow CX, Agent Builder, Vertex AI and other CCAI tools within GCP for Virtual Agent and conversational AI implementations. - Implement CX Insights and analytics dashboards to measure key customer experience metrics such as Containment Rate, CSAT, NPS, Average Handle Time (AHT), and Intent Accuracy using Google BigQuery, Looker, or Data Studio. - Leverage Google Cloud Platform (GCP) services including Vertex AI, Cloud Run, Google Kubernetes Engine (GKE), Pub/Sub, Apigee, and Cloud Storage for scalable, secure CX solution delivery. - Contribute to end-to-end delivery of GECX/CCAI projects from requirements gathering, solution architecture, design, development, testing, deployment, hypercare and continuous improvement. - Translate complex business and customer experience requirements into scalable technical architectures and conversational designs consistent with best practices. - Apply expertise in large language model (LLM) fine-tuning, prompt engineering, and Gemini multimodal capabilities to tailor solutions for diverse interaction modalities. - Collaborate with cross-functional teams including CX strategists, DevOps, data engineers, and security to ensure operational excellence. - Apply knowledge of voice biometrics, sentiment analysis, and real-time agent assist technologies to enrich contact center AI features. - Maintain security, compliance, and best practices in developing contact center AI solutions with a focus on customer data privacy. - Participate in knowledge sharing, continuous learning, and certification initiatives to keep pace with evolving Google Cloud AI technologies. Required Skills & Qualifications: Proven hands-on experience implementing and configuring GE4CX (Gemini Enterprise for Customer Experience) solutions including Conversational AI, CX Agent Studio, and Dialogflow CX. Strong expertise in Google Contact Center AI (CCAI) platform capabilities: Virtual Agents, Agent Assist, and Insights. Proficiency with Vertex AI, Gemini APIs, and generative AI-powered conversational solution development. Extensive experience integrating CCAI/GE4CXsolutions with enterprise CRM (Salesforce) and telephony systems (Genesys, Cisco, Avaya). Solid understanding of practical experience with core GCP services relevant to CX such as Cloud Run, Google Kubernetes Engine (GKE), Pub/Sub, BigQuery, API Management and Cloud Storage. Proficient in Python/Node.js for custom fulfillment and integrations, with strong conversational design expertise in multi-turn, multimodal agents, including LLM fine-tuning, prompt engineering, and Gemini’s multimodal capabilities. Experienced in CX analytics (CSAT, NPS, AHT), voice biometrics, sentiment analysis, and real-time Agent Assist; strong problem-solving, communication skills, and ability to collaborate effectively in fast-paced client environments. Mandatory skill sets: GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery / Postgres SQL, Playbooks, Cloud Run, API Management, Multi modal Agent Systems, RAG, Basic Python. Preferred skill sets: GECX Agent Studio, Dialogflow CX, Agent Assist, CX Insights, BigQuery / Postgres SQL, Playbooks, Cloud Run, API Management, Multi modal Agent Systems, RAG, Basic Python. Years of experience required: 4 -8 Years Education qualification: Btech BE Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Bachelor Degree Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills Conversational AI Optional Skills Acceptance Test Driven Development (ATDD), Acceptance Test Driven Development (ATDD), Accepting Feedback, Active Listening, Analytical Thinking, Android Operating Systems, API Management, Appian (Platform), Application Development, Application Frameworks, Application Lifecycle Management, Application Software, Business Process Improvement, Business Process Management (BPM), Business Requirements Analysis, C#.NET, C++ Programming Language, Client Management, Coaching and Feedback, Code Review, Coding Standards, Communication, Computer Engineering, Computer Science, Continuous Integration/Continuous Delivery (CI/CD) {+ 54 more} Desired Languages (If blank, desired languages not specified) Travel Requirements Not Specified Available for Work Visa Sponsorship? No Government Clearance Required? No Job Posting End Date September 7, 2026