L3 Support Engineer - Agentic AI

node.js Logging & Monitoring Terraform (IaC) GCP Integration CI/CD ccaas Google Cloud CCAI python programming

As a Senior L3 Conversational AI Support Engineer, you will be the highest level of technical escalation for our enterprise-grade Google Cloud Conversational Enterprise Suite (CES). You will diagnose and resolve complex architectural, integration, and runtime issues across our virtual agents (voice and chat). You will work closely with Cloud Architects, DevOps teams, and Google Support Engineering to ensure high availability, low latency, and optimal performance of our conversational pipelines., * Advanced Troubleshooting (L3): Diagnose and resolve complex issues related to Dialogflow CX state flows, intent matching, transition routes, and webhook failures (Cloud Functions/Cloud Run).

• Telephony & Integration Support: Troubleshoot SIP trunking, WebRTC, and integration layers between Google CCAI and major CCaaS platforms (e.g., Genesys Cloud, Avaya, Cisco, or Webex).
• Generative AI & LLM Triage: Support and optimize hybrid agents utilizing Vertex AI Agent Builder, Generative Playbooks, and Search/Conversation data stores.
• Performance & Latency Tuning: Analyze end-to-end latency of voice/chat streams. Optimize speech-to-text (STT) and text-to-speech (TTS) configurations, including custom pronunciations and speech adaptation.
• Observability & Analytics: Build and maintain advanced monitoring dashboards using Cloud Logging, Cloud Monitoring, and BigQuery. Analyze conversation logs using CCAI Insights to identify drop-offs and system errors.
• Security & Compliance: Ensure conversational data complies with security standards. Configure and troubleshoot Cloud Data Loss Prevention (DLP) for PII redaction, IAM roles, and VPC Service Controls (VPC-SC).
• CI/CD & Release Management: Support the deployment pipeline of Dialogflow CX agents across Dev, QA, and Prod environments using Terraform, CX CLI, or Dialogflow API.

• 7+ years of experience in Cloud Infrastructure, Middleware, or Software Engineering, with at least 3 years of hands-on experience with Google Cloud CCAI / Dialogflow CX.
• Deep Dialogflow CX Expertise: Mastery of flows, pages, transition routes, route groups, event handlers, parameters, and conditional routing.
• GCP Serverless & APIs: Strong experience debugging webhooks hosted on Cloud Run, Cloud Functions, or App Engine (Node.js, Python, or Go).
• Data & Analytics: Proficient in writing SQL queries in BigQuery to analyze conversation logs and export metrics.
• Networking & Telephony: Solid understanding of SIP, RTP, gRPC, APIs (REST/JSON), and OAuth 2.0 authentication.
• Security: Experience with GCP security tools, specifically Cloud DLP, KMS, and IAM.
• Infrastructure as Code (IaC): Familiarity with managing Dialogflow resources via Terraform.

The pay range that the employer in good faith reasonably expects to pay for this position is $34.67/hour - $54.18/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.