All fields marked * are required
Job Details:
Position : L2 – Google Platform Specialist (CCAI / Dialog flow CX)
Experience : 3-12 Years
Location : Noida/Gurugram/Bengaluru/Pune(Hybrid)
Shift : Rotational Shift 8 AM- 8 PM EST. Flexible for 24*7 support over call if needed.
Role Summary
Platform specialist supporting Google GECX (Agentic/LLM-based intent classification) and Agent Assist, covering day-to-day monitoring, incident resolution, and configuration support.
Key Responsibilities
Investigate and resolve L2-level incidents for Dialog flow CX (Agentic/LLM-based GECX) and Agent Assist within SLA, using GCP Cloud Console and Dialog flow CX simulator/history for diagnosis
Configure and modify Dialog flow CX flows, pages, state handlers, intents, entity types, and route groups; manage Environments and Versions for controlled rollout
Build and troubleshoot webhook fulfillment (Cloud Functions / Cloud Run) and validate Agentic/LLM prompt and generative-response logic
Monitor GCP Cloud Monitoring/Cloud Logging and forward critical signals to Datadog via Pub/Sub for the unified L1 dashboard
Troubleshoot Agent Assist features: real-time transcription (STT), Smart Reply, Smart Compose, and article/knowledge suggestions
Support the CI Team (Google GECX/Agent Assist scope) with fortnightly reviews on a 60-day rolling window, using conversation analytics/CSAT data to identify flow gaps
Support monitoring of the Google-to-Snowflake data ingestion pipeline (conversation logs, intent match rates)
Contribute to RCA documentation for P1/P2 incidents, correlating GCP IAM/audit logs with Dialog flow CX interaction logs
Contribute to SLI/SLO tracking by tuning GCP Cloud Monitoring alerting policies to reduce noise and improve detection accuracy
Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
Mentor L1 analysts on Dialog flow CX / Agent Assist troubleshooting
Required Skills & Qualifications
4–6 years total IT/CX experience, including 3+ years hands-on with Google Dialog flow CX / CCAI (Contact Center AI), ideally in a contact-center IVR context
Understanding of LLM/Agentic-based intent classification and generative flow design (distinct from legacy NLU-based intent matching)
Hands-on experience with webhook fulfillment (Cloud Functions/Cloud Run), Environments/Versions, and Dialog flow CX API
Familiarity with GCP Cloud Monitoring, Cloud Logging, Pub/Sub, and IAM for cloud-native troubleshooting
Working knowledge of ITIL incident/change management processes
Basic scripting ability (Python or Bash) for diagnostics and light automation
Preferred / Nice to Have
Google Cloud certification (Associate Cloud Engineer or Dialog flow CX/Conversational AI specialization)
Exposure to Vertex AI, Agent Assist API, or Contact Center AI Platform (CCAI Platform)
Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)
Required
Preferred
All fields marked * are required
Job Details:
Position : L2 – Google Platform Specialist (CCAI / Dialog flow CX)
Experience : 3-12 Years
Location : Noida/Gurugram/Bengaluru/Pune(Hybrid)
Shift : Rotational Shift 8 AM- 8 PM EST. Flexible for 24*7 support over call if needed.
Role Summary
Platform specialist supporting Google GECX (Agentic/LLM-based intent classification) and Agent Assist, covering day-to-day monitoring, incident resolution, and configuration support.
Key Responsibilities
Investigate and resolve L2-level incidents for Dialog flow CX (Agentic/LLM-based GECX) and Agent Assist within SLA, using GCP Cloud Console and Dialog flow CX simulator/history for diagnosis
Configure and modify Dialog flow CX flows, pages, state handlers, intents, entity types, and route groups; manage Environments and Versions for controlled rollout
Build and troubleshoot webhook fulfillment (Cloud Functions / Cloud Run) and validate Agentic/LLM prompt and generative-response logic
Monitor GCP Cloud Monitoring/Cloud Logging and forward critical signals to Datadog via Pub/Sub for the unified L1 dashboard
Troubleshoot Agent Assist features: real-time transcription (STT), Smart Reply, Smart Compose, and article/knowledge suggestions
Support the CI Team (Google GECX/Agent Assist scope) with fortnightly reviews on a 60-day rolling window, using conversation analytics/CSAT data to identify flow gaps
Support monitoring of the Google-to-Snowflake data ingestion pipeline (conversation logs, intent match rates)
Contribute to RCA documentation for P1/P2 incidents, correlating GCP IAM/audit logs with Dialog flow CX interaction logs
Contribute to SLI/SLO tracking by tuning GCP Cloud Monitoring alerting policies to reduce noise and improve detection accuracy
Identify recurring manual tasks and propose automation/scripting fixes to reduce operational toil
Mentor L1 analysts on Dialog flow CX / Agent Assist troubleshooting
Required Skills & Qualifications
4–6 years total IT/CX experience, including 3+ years hands-on with Google Dialog flow CX / CCAI (Contact Center AI), ideally in a contact-center IVR context
Understanding of LLM/Agentic-based intent classification and generative flow design (distinct from legacy NLU-based intent matching)
Hands-on experience with webhook fulfillment (Cloud Functions/Cloud Run), Environments/Versions, and Dialog flow CX API
Familiarity with GCP Cloud Monitoring, Cloud Logging, Pub/Sub, and IAM for cloud-native troubleshooting
Working knowledge of ITIL incident/change management processes
Basic scripting ability (Python or Bash) for diagnostics and light automation
Preferred / Nice to Have
Google Cloud certification (Associate Cloud Engineer or Dialog flow CX/Conversational AI specialization)
Exposure to Vertex AI, Agent Assist API, or Contact Center AI Platform (CCAI Platform)
Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)
Required
Preferred