Job details
Job Role
Technology Consultant 2
Career Role
Technology Lead - US
Work Location
Charlotte, NC
State / Region / Province
North Carolina
Country
USA
Domain
Delivery
Interest Group
Infosys Limited
Company
ITL USA
Requisition ID
151100BR
Technical Skills 1
Technology|Agentic AI|Google Cloud - Contact Center AI
Technical Skills 2
Technology|Generative AI|Conversational AI Platform
Technical Skills 3
Technology|OpenSystem|Python - OpenSystem
In the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below:• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, do changes to the codebase and maintain code repositories
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects
Your contribution to the team:• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.
Required Skill and Experience We are seeking a highly skilled Google CCAI and GECX Developer with hands-on experience in designing, developing, and implementing enterprise-grade Conversational AI solutions using the Google Cloud ecosystem. The ideal candidate will have expertise in Dialogflow CX, GECX Playbooks, Conversational AI, Python-based integrations, API orchestration, and cloud-native application development.
Conversational AI Development
• Design, develop, and maintain intelligent virtual agents using Google Dialogflow CX and Google Contact Center AI (CCAI).
• Build voice and chat automation solutions for customer service, sales, technical support, billing, payments, account management, and other contact-center use cases.
• Configure and manage intents, entities, routes, flows, pages, fulfillment, session parameters, and event handlers.
• Develop reusable conversation components and enterprise chatbot frameworks.
GECX / Generative AI Implementation
• Design and develop Google GECX (GenCX) Playbooks utilizing Large Language Models (LLMs).
• Implement generative AI-powered customer journeys leveraging Gemini and Vertex AI services.
• Build and optimize prompts, grounding strategies, response generation logic, and conversational guardrails.
• Perform prompt engineering, prompt evaluation, and conversation tuning activities.
Integration & Backend Development
• Develop Python-based webhooks and fulfillment services.
• Integrate conversational solutions with enterprise applications using REST APIs, gRPC services, middleware platforms, and cloud services.
• Implement secure authentication mechanisms including OAuth, JWT, and API key-based integrations.
• Build orchestration layers for customer profile retrieval, account validation, transaction processing, and backend workflows.
Migration & Modernization Projects
• Participate in migration initiatives involving:
o Legacy IVR to Google CCAI migration
o Dialogflow ES to Dialogflow CX migration
o Chatbot platform migration to Google Conversational AI
o Legacy rule-based bots to Generative AI-based virtual agents
• Analyze existing conversation flows, intents, call-routing logic, and backend integrations.
• Execute migration assessments, solution mapping, conversation redesign, and deployment activities.
• Support data migration, knowledge migration, and conversational experience modernization efforts.
DevOps & Production Support
• Manage source code repositories using Git-based version control systems.
• Support CI/CD deployment pipelines across development, testing, staging, and production environments.
• Troubleshoot production issues and implement root-cause analysis.
• Conduct regression testing, performance validation, and release management activities.
Preferred Skill and Experience Experience in contact center transformation, virtual agent modernization, and migration projects from legacy IVR/chatbot platforms to Google CCAI/GECX is highly preferred
Additional Required Qualifications• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.
BenefitsAlong with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:
- Medical/Dental/Vision/Life Insurance
- Long-term/Short-term Disability
- Health and Dependent Care Reimbursement Accounts
- Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
- 401(k) plan and contributions dependent on salary level
- Paid holidays plus Paid Time Off
