SME - Google Cloud Platform (GCP)

Job Summary

· Core Platform Expertise: hands-on experience with Google Cloud Platform (GCP), specificallyCX 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).

Good-to-Have Skills (Preferred)

· 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.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Within Gcp, Adhering To Established Slas And Quality Norms.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Promoting Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Activities For Gcp Resources.
4. Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Understanding Issues Faced, And Providing Effective Solutions That Enhance Customer Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause And Trend Analysis Within Gcp, Preparing Reports That Enhance Task Performance And Are Presented To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Google Cloud Platform (Gcp) And Its Support Operations
2. Strong Analytical Skills With Experience In Incident Management And Resolution
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement
4. Proficiency In Preparing Documentation And Sops For Operational Processes
5. Ability To Mentor And Guide Team Members In A Collaborative Environment

Other Requirements

1. Optional Certifications: Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Data Enginee