Job Summary

CES Development : Next Gen Agents
Must-Have Skills (Required)
Core Platform Expertise: hands-on experience with Google Cloud Platform (GCP), specificallyCX Agent Studio and Dialogflow CX.
Conversational AI Logic: Strong understanding of NLU concepts (Intents, Entities, Parameters) and state management in conversational flows.
Backend Development: Proficiency in Python for writing webhooks and server-side logic (Google Cloud Functions).
API Integration: Deep experience designing and consuming RESTful APIs and handling JSON data structures to fetch user profiles, order status, etc.
Prompt Engineering: Demonstrated ability to write and refine system instructions/prompts to control LLM behavior (grounding, tone, safety).
Good-to-Have Skills (Preferred)
Vector Search & Embeddings: Experience with vector databases specifically Datastores
Contact Center AI (CCAI): Familiarity with CCAI architecture, including integration with telephony providers (Genesys, Avaya, Twilio).
Frontend Integration: Basic knowledge of UI design to assist with embedding agents into web or mobile client applications.
Data Analysis: Experience using BigQuery to analyze conversation logs and extract actionable insights.
Multilingual Support: Experience designing agents that support multiple languages and localization standards.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies By Implementing Best Practices In Gcp Support Operations.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Conducting Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues In Gcp Environments.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Gcp Best Practices.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Robust Security Posture In Gcp.
5. Foster A Positive Customer Experience And Improve Customer Satisfaction (Csat) Metrics Through First Call Resolution, Minimizing Rejected Resolutions And Re-Opened Cases, While Actively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Google Cloud Platform (Gcp) Services And Architecture.
2. Strong Troubleshooting Skills In Cloud Environments, With A Focus On Incident Resolution And Root Cause Analysis.
3. Familiarity With Cloud Security Best Practices And Compliance Requirements.
4. Experience In Knowledge Management And Training Methodologies.
5. Excellent Communication And Collaboration Skills To Work Effectively With Diverse Teams.

Other Requirements

1. Optional But Valuable: Google Cloud Certified Professional Cloud Architect