Senior Conversational AI Engineer

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

As a Senior Conversational AI Engineer at Capgemini, you will lead the design, governance, optimization, and deployment of enterprise conversational AI solutions that support customer engagement across digital and contact center channels.

You will be responsible for owning the conversational architecture, intent taxonomy, conversation design quality, and release governance of production-grade virtual agents. Working closely with business stakeholders, care operations teams, and technical partners, you will ensure conversational experiences are accurate, scalable, secure, and aligned with business objectives.

This role requires expertise in Google Conversational AI technologies, customer service operations, conversational design, and AI-powered customer engagement solutions.

Responsibilities & Scope

Conversational AI Strategy & Design

• Own and govern the enterprise intent taxonomy, including intent creation, lifecycle management, naming conventions, documentation standards, and optimization activities.
• Design, develop, and maintain conversational experiences across chat and voice channels.
• Create and optimize conversation flows, prompts, slot filling, parameter capture, fulfillment logic, and escalation paths.
• Define conversational design standards, best practices, and governance frameworks.
• Ensure consistency, usability, and accuracy across customer-facing AI experiences.

Google Conversational AI Platform

• Develop, configure, and enhance solutions using:
• Google Dialogflow CX
• CX Agent Studio
• Customer Engagement Suite (CES)
• Conversational AI Platform Services
• Leverage Generative AI capabilities, including:
• Playbooks
• Generators
• Data Store Agents
• Tools and Connectors
• AI Guardrails
• Support hybrid conversational architectures that combine deterministic conversational flows with AI-driven experiences.

Testing, Quality & Release Management

• Define, maintain, and continuously improve regression testing frameworks and evaluation datasets.
• Own release readiness assessments and provide go/no-go recommendations for production deployments.
• Utilize evaluation tooling to measure conversational performance, intent accuracy, user outcomes, and automation effectiveness.
• Manage environment promotion and release activities across development, testing, staging, and production environments.
• Ensure compliance with change management processes and operational standards.

Performance Optimization & Analytics

• Lead root-cause analysis for:
• No-match events
• No-input scenarios
• Fallback responses
• Misrouted conversations
• Escalation failures
• Customer experience issues
• Analyze conversational performance metrics and identify optimization opportunities.
• Produce recurring performance reports, adoption metrics, and improvement recommendations.
• Develop monthly optimization roadmaps aligned to customer experience goals and operational KPIs.

Stakeholder Collaboration

• Serve as the primary technical point of contact for client stakeholders.
• Collaborate with Care Operations, Digital Experience, CTIO, Product, and Customer Service teams to understand business requirements.
• Translate business objectives into scalable conversational AI solutions.
• Review and provide technical guidance to offshore and distributed delivery teams.
• Facilitate workshops and design sessions to improve customer engagement experiences.

Telecommunications & Customer Experience Enablement

• Support conversational solutions within telecommunications and customer service environments.
• Leverage knowledge of customer, network, service, offer, and billing data to improve conversational outcomes.
• Design solutions that enhance call deflection, self-service adoption, customer satisfaction, and operational efficiency.
• Support bilingual conversational experiences, ensuring high-quality Spanish language interactions.

Your Profile

• Customer experience advocate – Passionate about delivering intuitive and effective conversational experiences.
• AI innovation leader – Excited by the evolution of Conversational AI, Generative AI, and intelligent automation.
• Strategic problem solver – Capable of diagnosing complex conversational challenges and implementing sustainable solutions.
• Results-driven professional – Focused on measurable business outcomes and continuous optimization.
• Collaborative communicator – Effective at partnering with technical teams, business stakeholders, and executive audiences.
• Quality-focused engineer – Committed to conversational excellence, governance, and operational reliability.

Qualifications & Preferred Skills

Required Skills

• 5+ years of experience designing, implementing, and supporting production Conversational AI platforms.
• Minimum 2 years of hands-on experience with:
• Google Dialogflow CX
• CX Agent Studio
• Google Customer Engagement Suite (CES)
• Similar enterprise conversational AI platforms
• Proven experience managing large-scale intent architectures with 150+ production intents.
• Strong expertise in conversational design, intent modeling, entity management, and dialogue optimization.
• Experience with Generative AI and agentic conversational capabilities, including:
• Playbooks
• Generators
• Data Store Agents
• Tool Integrations
• AI Guardrails
• Experience with conversation testing frameworks, evaluation tooling, and release management processes.
• Strong understanding of production environment management and deployment governance.
• Experience analyzing conversational performance data and driving continuous improvement initiatives.
• Strong stakeholder management, communication, and leadership skills.
• Professional Spanish proficiency (written and verbal).
• Advanced English communication skills.

Preferred Skills

• Experience within:
• Telecommunications
• Cable Services
• Subscription-Based Businesses
• Enterprise Contact Centers
• Knowledge of customer care operations and digital service channels.
• Experience integrating conversational AI with CRM, contact center, and enterprise applications.
• Familiarity with Google Cloud Platform (GCP) services and cloud-native architectures.
• Understanding of analytics, reporting, and conversational performance monitoring.
• Experience managing offshore, distributed, or global delivery teams.
• Knowledge of AI governance, responsible AI practices, and customer experience frameworks.

Certifications

• Google Cloud Conversational AI Certification (preferred).
• Google Customer Engagement Suite Certification (preferred).
• Google Cloud Professional Certifications are an advantage.
• Candidates without certification should be willing to obtain certification within the first 60 days of employment.

What You'll Love

• Opportunity to work on enterprise-scale Conversational AI and Generative AI initiatives.
• Exposure to cutting-edge Google AI, Dialogflow CX, and Customer Engagement Suite technologies.
• Collaboration with global Digital, AI, Cloud, and Customer Experience teams.
• Access to industry-leading certifications, training programs, and innovation communities.
• Career development opportunities within Capgemini's Data, AI, and Intelligent Automation practices.
• Inclusive and collaborative work environment focused on innovation and continuous learning.

Need to Know

Career Development in Spanish & English: Access to certifications, mentorship programs, technical academies, and continuous learning opportunities focused on Artificial Intelligence, Customer Experience, and Cloud technologies.

Community Engagement: Participate in innovation programs, AI communities, knowledge-sharing events, volunteering initiatives, and global Capgemini technology forums.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. It is a responsible and diverse organization with more than 340,000 team members in over 50 countries.

With a strong heritage of more than 55 years, Capgemini helps clients unlock the value of technology through end-to-end services and solutions, leveraging capabilities in strategy and design, engineering, AI, generative AI, cloud, data, and digital transformation.

At Capgemini Mexico, we are committed to fostering a diverse and inclusive workplace where everyone has equal opportunities. We welcome applications from all qualified candidates and evaluate them based on merit, skills, qualifications, and experience relevant to the role.