Cloud Platform & Infrastructure Engineer

About the job EMEA Cloud Platform & Infra Engineer - GECX Location: EMEA (Remote; no specific country preference) Duration: 6+ months, with potential for extension Language: English 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 (specifically Gemini), Gemini Enterprise for Customer Experience, and conversational AI platforms (CXAS, Dialogflow) in enterprise environments. ● Programming: Expertise in Python, with experience in AI orchestration frameworks ● API & Backend: Experience building and consuming RESTful APIs and working with cloud infrastructure (Google Cloud Platform preferred). ● Data Systems: Proficiency in vector databases (e.g., Pinecone, Vertex AI Search) and structured SQL/NoSQL databases. ● Security & Compliance: Familiarity with enterprise-grade security protocols, PII masking, and AI safety guidelines. Preferred qualifications Having as many of these specific qualifications as possible is a plus, but transferable skills/experiences may be equally valuable ● Experience with Google Cloud Platform (GCP) ● Cloud certification. - Google Cloud Professional Certification - (Architect, Networking, Machine Learning as examples) ● Customer facing delivery experience, including scoping, service discovery, designing architectures, and cloud operations. ● Background in Customer Experience (CX) technology, telephony protocols (SIP, WebRTC), and Contact Center as a Service (CCaaS) platforms like Genesys. ● Hands-on experience with DevOps automation, Agent Ops, and AI-powered CI/CD pipelines. ● Experience with Vertex AI, Dialogflow CX, Agent Assist, and CCAI Insights. ● Familiarity with standard IT security practices such as identity and access management, data protection, encryption, certificate and key management ● Demonstrated excellent communication, written, presentation and problem solving skills. ● Experience in project and technical solution delivery. ● Experience coding in one or more general purpose languages (e.g., Python, Java, Go, C or C++) including data structures, algorithms, and software design ● Experience with Vertex AI, Dialogflow CX, or Search and Conversation tools. ● Proven track record of moving AI prototypes into production-grade enterprise applications and handling complex migrations.