Please submit your resume in English - we can only consider applications submitted in this language.
Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.
This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.
Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 2 years of experience in technical support, professional services, software development, or product operations management.
- Experience reading or debugging code (i.e., Java, C/C++, Python, JavaScript, Go) and working with SQL/NoSQL databases.
- Ability to communicate in English fluently to interact with regional customers and stakeholders.
Preferred qualifications:
- Experience in systems design with the ability to architect and explain data analytics pipelines and data flows.
- Experience with deep learning frameworks such as TensorFlow, PyTorch, or JAX.
- Experience optimizing Large Language Models (LLMs) using retrieval-augmented generation (RAG), fine-tuning techniques, and building prototypes with LLMs on Google Cloud.
- Experience in business process analysis and mapping workflows to agent-based automation solutions.
- Experience with platforms such as Genesys and Avaya.
- Knowledge of Contact Center AI solutions and the technical patterns for voice and digital channel integration.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
This role is built on three key components of applied AI, and you will be responsible for architecting and implementing solutions across one or more of these areas: Process Automation, designing and building autonomous agents and multi-step workflows to automate enterprise business-processes using tools. You will revolutionize customer service experiences by architecting and deploying Google's Contact Center AI (CCAI) suite and integrate it with modern platforms. You will develop and deploy ML models for business challenges, leveraging deep learning frameworks like TensorFlow and managing the MLOps lifecycle. You will work with customers.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Manage customer issues through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Understand Google's product technology and architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for diagnosis.
- Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues and advocate for their needs with cross-functional teams, including product and engineering teams to find ways to improve the product and drive quality production.
- Work as part of a team of engineers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours or shifts.