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.

.WhyPWC

AtPwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour 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 foreach other. Learn more

.

AtPwC, 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 skilledGE4CXDeveloper 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-onexpertisein 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 andoptimizeintents, 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 connectGE4CXplatforms with enterprise CRM (e.g., Salesforce), telephony (Genesys, Cisco, Avaya), and other systems.
- UtilizeDialogflowCX, 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 GoogleBigQuery, 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,hypercareand continuous improvement.
- Translate complex business and customer experience requirements into scalable technical architectures and conversational designs consistent with best practices.
- Applyexpertisein 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 agentassisttechnologies to enrich contact center AI features.
-Maintainsecurity, compliance, and best practices in developing contact center AI solutions with a focus on customer data privacy.
-Participatein 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 configuringGE4CX(Gemini Enterprise for Customer Experience) solutions including Conversational AI, CX Agent Studio, andDialogflowCX.
Strongexpertisein Google Contact Center AI (CCAI) platform capabilities: Virtual Agents, Agent Assist, and Insights.
Proficiencywith 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 understandingofpractical experience with core GCP services relevant to CX such as Cloud Run, Google Kubernetes Engine (GKE), Pub/Sub,BigQuery,API Managementand Cloud Storage.
Proficient in Python/Node.js for custom fulfillment and integrations, with strong conversational designexpertisein 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-timeAgentAssist strong problem-solving, communication skills, and ability to collaborate effectively in fast-paced client environments.

Mandatory skill sets:

GECX Agent Studio,DialogflowCX, 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,DialogflowCX, 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

Degrees/Field of Study required: Bachelor Degree

Degrees/Field of Study preferred:

Certifications

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

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date

September 7, 2026

IN_Senior Manager_GE4CX Conversational AI Developer_GCC_Advisory_Gurgaon