Key Skills

Job Description

EMEA Cloud Platform & Infra Engineer - GECX Key Responsibilities Agent Development: Architect and build sophisticated AI agents using Gemini Enterprise for Customer Experience, Gemini models and CXAS, focusing on reasoning, grounding, and tool-use capabilities. Platform Migrations: Migration of legacy conversational interfaces (e.g., Dialogflow Cx, Playbooks, or third-party bots) to advanced CXAS and generative AI architectures. Agent Assist & Conversational Insights: Design and implement Agent Assist features (e.g., Generative Knowledge Assist, Proactive GKA, AI Coach, Live Translation) and utilize CCAI Insights to analyze conversations and drive continuous improvement. Telephony & System Integration: Connect AI agents to existing CCaaS/telephony platforms (e.g., Genesys, Cisco, Avaya) and enterprise CRM infrastructure (e.g., Salesforce, Zendesk) using APIs and middleware to ensure real-time data access and seamless omnichannel routing. Prompt Engineering & Tuning: Develop and optimize complex prompts and orchestration layers to ensure high accuracy, brand voice consistency, and safety. RAG Implementation: Design and maintain Retrieval-Augmented Generation (RAG) pipelines to provide agents with up-to-date, grounded knowledge from company documentation and knowledge bases. Infrastructure & CI/CD: Manage CI/CD pipelines and DevOps automation for agent development using tools like Terraform to ensure scalable, infrastructure-as-code deployments. Agent Ops & Performance Monitoring: Establish robust Agent Ops practices, implementing evaluation frameworks to measure agent latency, accuracy, safety, and customer satisfaction, and iterating based on data-driven insights. Collaboration: Work closely with CX leads and product managers to translate business requirements into technical AI workflows. Qualifications Minimum qualifications Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience. 7 years of experience in technical client services. Experience in the design and/or implementation of Cloud based technical architectures and solutions. LLM & GECX Proficiency: Deep understanding of Large Language Models.

Core Responsibilities

Architect and develop AI agents and generative conversational experiences, including migrating legacy bots, implementing RAG and Agent Assist capabilities, and integrating with telephony, CCaaS, and CRM platforms. Manage infrastructure and CI/CD automation, establish agent evaluation and monitoring practices, and collaborate with customer experience and product teams to deliver technical AI workflows.

Requirements

Requires a bachelor’s degree in computer science, engineering, a related technical field, or equivalent practical experience, along with seven years of technical client services experience. Candidates should have experience designing or implementing cloud-based architectures and solutions and a deep understanding of large language models.