SME - Google Cloud Platform (GCP)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Molnteknik · Datavetenskap · Mjukvaruutveckling

I korthet

We are seeking a Subject Matter Expert (SME) in Google Cloud Platform (GCP) with expertise in CX Agent Studio and Dialogflow CX to join our team in Bengaluru. This role involves backend development using Python, API integrations, and prompt engineering for conversational AI logic. You will be responsible for analyzing and resolving escalated tickets, mentoring team members, and ensuring quality compliance.

Ansvarsområden

Ensure on-time resolution and quality compliance of escalated tickets and incidents within GCP.
Analyze issues within GCP, adhering to SLAs and quality norms.
Mentor team members and administrators.
Prepare Standard Operating Procedures (SOPs) and maintain documentation.
Validate change order implementation plans and ensure compliance with human error protocols.
Participate in capacity planning activities for GCP resources.
Facilitate positive customer feedback by participating in customer meetings and understanding issues.
Provide effective solutions to enhance customer satisfaction.
Conduct and validate analyses such as root cause and trend analysis within GCP.
Prepare reports that enhance task performance and present them to key business stakeholders.

Krav

Core Platform Expertise: Hands-on experience with Google Cloud Platform (GCP), specifically CX Agent Studio and Dialogflow CX.
Conversational AI Logic: Strong understanding of NLU concepts (Intents, Entities, Parameters) and state management in conversational flows.
Backend Development: Proficiency in Python for writing webhooks and server-side logic (Google Cloud Functions).
API Integration: Deep experience designing and consuming RESTful APIs and handling JSON data structures to fetch user profiles, order status, etc.
Prompt Engineering: Demonstrated ability to write and refine system instructions/prompts to control LLM behavior (grounding, tone, safety).
In-depth knowledge of Google Cloud Platform (GCP) and its support operations.
Strong analytical skills with experience in incident management and resolution.
Excellent communication and interpersonal skills for effective stakeholder engagement.
Proficiency in preparing documentation and SOPs for operational processes.
Ability to mentor and guide team members in a collaborative environment.

Önskade kvalifikationer

Vector Search & Embeddings: Experience with vector databases specifically Datastores.
Contact Center AI (CCAI): Familiarity with CCAI architecture, including integration with telephony providers (Genesys, Avaya, Twilio).
Frontend Integration: Basic knowledge of UI design to assist with embedding agents into web or mobile client applications.
Data Analysis: Experience using BigQuery to analyze conversation logs and extract actionable insights.
Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Engineer.

Förmåner

Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
Global technology company with over 223,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud, and AI.
Work with clients across all major verticals: Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Färdigheter

PythonRESTful APIsJSONGoogle Cloud PlatformDialogflow CXCX Agent StudioGoogle Cloud FunctionsPrompt EngineeringBigQueryGenesysAvayaTwilio

#GCP#Google Cloud Platform#Dialogflow CX#CX Agent Studio#Conversational AI#NLU#Python#Cloud Functions#API Integration#Prompt Engineering#Vector Search#Embeddings#CCAI#Contact Center AI#Genesys#Avaya#Twilio#Frontend Integration#BigQuery#Incident Management#SOPs#Documentation

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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