EMEA Cloud Platform & Infra Engineer - GECXKey ResponsibilitiesAgent Development: Architect and build sophisticated AI agents using Gemini Enterprise forCustomer Experience, Gemini models and CXAS, focusing on reasoning, grounding, andtool-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 CCAIInsights 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 orchestrationlayers to ensure high accuracy, brand voice consistency, and safety.RAG Implementation: Design and maintain Retrieval-Augmented Generation (RAG) pipelinesto provide agents with up-to-date, grounded knowledge from company documentation andknowledge bases.Infrastructure & CI/CD: Manage CI/CD pipelines and DevOps automation for agentdevelopment using tools like Terraform to ensure scalable, infrastructure-as-code deployments.Agent Ops & Performance Monitoring: Establish robust Agent Ops practices, implementingevaluation 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 businessrequirements into technical AI workflows.QualificationsMinimum qualificationsBachelor’s degree in Computer Science, Engineering, a related technical field, orequivalent practical experience.7 years of experience in technical client services.Experience in the design and/or implementation of Cloud based technical architecturesand solutions.LLM & GECX Proficiency: Deep understanding of Large Language Models.

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Lead Software Engineer