M1-Supervisor-Google CES(AI Agent) Support
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a is a global, integrated healthcare services and products company, providing customized solutions for hospitals, health systems, pharmacies, ambulatory surgery centers, clinical laboratories, and physician offices worldwide.
The company provides clinically proven medical products and pharmaceuticals and cost-effective solutions that enhance supply chain efficiency from hospital to home. Cardinal Health connects patients, providers, payers, pharmacists and manufacturers for integrated care coordination and better patient management. Backed by nearly 100 years of experience, with approximately 50,000 employees in 46 countries and Fiscal 2020 revenues of $152.9 billion, Cardinal Health ranks among the top 25 on the Fortune 500.
In Bangalore we are excited to create an Innovation and Capability Centre that allows us to further inhouse talent and scale that talent across our business. Our ambition is to build differentiated opportunities that allows our organization to advance rapidly, to do this we will be looking to partner with Local universities to help develop the skill sets we are looking for including across Software-defined networking, machine learning and big data.
Position Accountabilities:
- Role should Lead and Manage Product Run support Operations for the multiple shifts ensuring System availability, SLA adherence and effective Continuous improvements.
- Able to Manage and Lead the team as a People manager(as a Supervisor or Associate Manager).
- Role responsible for 50% as Manager and 50% as Individual Contributor to guide the team on Technical development and Support. Coach and Mentor the team.
- Collaborate with global stakeholders and Business Teams.
- Able to provide solutions which may set precedent.
- Able to complete work independently; receives guidance on overall project objectives.
- Responsible for ensuring stable Development and Operations Support in shift Model on rotation basis.
- Role involves proactive monitoring, Incident management and continuous improvement of Production System Google Customer Engagement Suite(CES).
- Able to collaborate with and share best practices across the team.
- Enthusiastic, open and accessible, and continuously improves the way things are done.
- Able to work under pressure and adjust to changing priorities, while maintaining integrity and composure.
- Excellent organizational and behavioral skills, preferred.
Qualifications
- Bachelor’s Degree in related field or equivalent work experience
- 6-9 of years’ experience in related field preferred
- At least 1-3 Years of Lead or Team management experience.
- Moderate to Strong Development and Operations support experience on the skills below and similar role in developing conversational AI solutions.
- Strong Programming experience in Python, Java, or JavaScript, preferred.
- Understanding how ML models work, especially for Smart Reply, Smart Compose, and LLM summarization features.
- Experience with platforms like Dialogflow, or equivalent framework. Familiarity with Google Gemini and CCAI (Contact Center AI) is preferred.
- Proficiency in cloud platforms including Google Cloud Platform (GCP).
- Familiarity with chatbot development tools and libraries.
- Ability to manage API integrations with other platforms. Experience with Genesys Cloud, Salesforce CRM, and Verint is a Plus
- Understanding of contact center metrics such as CSAT, NPS, FCR and AHT is preferred.
- Familiarity with Conversational Agents testing and evaluation techniques and tools.
- Ability to build architecture on Google Cloud that integrates Gemini with other services such as containerized apps, messaging, databases and storage solutions is preferred.
- Strategic mindset with ability to translate business needs into technical solutions.
- Skills in IVA/Conversational AI, GenAI agent assist, and speech/text analytics.
- Experience in conversational data analysis, including sentiment/topic modeling, to inform model refinement, optimization, and observability.
- Familiarity with large language models (LLMs), especially multimodal models like Gemini, which handle text, video, and audio inputs.
- Ability to craft effective prompts for Gemini to generate code, summaries, and process suggestions.
- Skills in using Gemini APIs and tools for embedding AI into applications and workflows.
- Experience with freeform prompts, variables, and parameters to fine-tune AI responses.
- Familiarity with Google Gemini’s architecture and how it supports vision-language-action tasks.
- Experience with custom UIs for agent-facing and customer-facing applications when native integration isn’t feasible is preferred.
Key Responsibilities
- Assist in the design, development, and deployment of sophisticated conversational AI applications.
- Develop configurable solutions leveraging Google’s Gemini model to provide AI-driven solutions for contact center agents to support the case channel.
- Develop intelligent AI solutions leveraging Google Agent Assist and Google Conversational Agents to drive improvements to the agent and customer experience.
- Collaborate with cross-functional teams to understand requirements and build/deploy solutions that meet their needs.
- Integrate Google Agent Assist and Google Conversational Agents with key contact center technologies (Genesys, Verint) and CRM platforms (Salesforce, SAP).
- Ensure the quality, performance, and security of custom code across the Google AI platform.
- Leverage Google Customer Engagement Suite to implement capabilities to contact center agents across various channels such as case, phone, email and chat.
- Configure and customize Google Gemini, Google Agent Assist and Google Conversational Agent to meet specific business needs.
- Set up and manage knowledge bases in the Agent Assist console.
- Train Smart Reply models and manage allowlists.
- Troubleshoot and resolve technical issues related to Google AI applications.
- Stay updated with industry trends and emerging technologies in conversational AI.
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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