Cloud Platform & Infra Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Design and develop advanced AI agents utilizing Gemini Enterprise for Customer Experience, Gemini models, and CXAS, with an emphasis on reasoning, grounding, and tool-use capabilities.

• Transition legacy conversational interfaces (such as Dialogflow Cx, Playbooks, or third-party bots) to cutting-edge CXAS and generative AI frameworks.

• Create and implement Agent Assist functionalities (including Generative Knowledge Assist, Proactive GKA, AI Coach, Live Translation) and leverage CCAI Insights to analyze conversations for ongoing enhancement.

• Integrate AI agents with existing CCaaS/telephony systems (like Genesys, Cisco, Avaya) and enterprise CRM platforms (such as Salesforce, Zendesk) using APIs and middleware to guarantee real-time data accessibility and smooth omnichannel routing.

• Formulate and refine intricate prompts and orchestration layers to ensure high accuracy, adherence to brand voice, and safety standards.

• Develop and oversee Retrieval-Augmented Generation (RAG) pipelines to equip agents with current, grounded knowledge sourced from company documentation and knowledge bases.

• Administer CI/CD pipelines and DevOps automation for agent development using tools like Terraform to facilitate scalable, infrastructure-as-code deployments.

• Implement strong Agent Ops practices, establishing evaluation frameworks to assess agent latency, accuracy, safety, and customer satisfaction, iterating based on insights derived from data.

• Collaborate closely with CX leaders and product managers to translate business needs into technical AI workflows.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent hands-on experience.

• 7 years of experience in technical client services.

• Experience in designing and/or implementing cloud-based technical architectures and solutions.

• Proficiency in LLM & GECX: Extensive knowledge of Large Language Models (notably Gemini), Gemini Enterprise for Customer Experience, and conversational AI platforms (CXAS, Dialogflow) in enterprise settings.

• Programming: Proficiency in Python, along with experience in AI orchestration frameworks.

• API & Backend: Experience in constructing and utilizing RESTful APIs and engaging with cloud infrastructure (Google Cloud Platform preferred).

• Data Systems: Expertise in vector databases (e.g., Pinecone, Vertex AI Search) and structured SQL/NoSQL databases.

• Security & Compliance: Knowledge of enterprise-level security protocols, PII masking, and AI safety standards.

🏝️ Benefits

• 100% Remote opportunities

• Health and Life Insurance