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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L3 Support Engineer - Agentic AI - **Company:** Capgemini - **Location:** Charlotte, NC, United States - **Experience:** Expert - **Salary:** $72,114.0 - $112,694.0 - **Contract:** Temporary contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Google App Engines, Avaya IP Phone 1140e, BigQuery, Cloud Computing, Cloud Database, Continuous Integration, Data Stores, Software Debugging, DevOps, Middleware, Identity and Access Management, JSON, Python (Programming Language), Node.Js, OAuth, Performance Tuning, Release Management, Software Engineering, SQL Databases, Speech Recognition, Cisco WebEx, WebRTC, Data Logging, Google Cloud, Chatbots, Cloud Monitoring, Genesys, System Availability, Delivery Pipeline, Large Language Models, Generative AI, Infrastructure as Code (IaC), Amazon Virtual Private Cloud (VPC), Low Latency, Data Analytics, Speech Synthesis, Virtual Agents, Terraform, Webhooks, Serverless Computing, Cisco - **Published:** September 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6c8dc1c454b7a495 ## About the Role * 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. ## Description 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. ## Related Videos - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Creating bots with Dialogflow CX](https://www.wearedevelopers.com/videos/587-creating-bots-with-dialogflow-cx) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) - [Coffee with Developers - Maria Apazoglou](https://www.wearedevelopers.com/videos/1209-coffee-with-developers-maria-apazoglou) ## Related Articles - [Got AI ideas but no money? Here are 10 free ways to level up your AI skills with Google Cloud](https://www.wearedevelopers.com/magazine/600-got-ai-ideas-but-no-money-here-are-10-free-ways-to-level-up-your-ai-skills-with-google-cloud) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [The Best AI Chatbots: ChatGPT and Other Alternatives](https://www.wearedevelopers.com/magazine/236-the-best-ai-chatbots-chatgpt-and-other-alternatives) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [16 Ways Developers Can Use ChatGPT-4 and GPT-4o](https://www.wearedevelopers.com/magazine/204-16-ways-developers-can-use-chatgpt-4-and-gpt-4o)