Lead Software Engineer

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.