Job Summary Context:
Global Infrastructure and Operations (GIO) provides infrastructure and IT services to our internal business worldwide. Within GIO and particularly in the End-User Services (EUS) department, the EUS Global Operations (GOPS) team has the mission to support and maintain the EUS solutions and enhance end-users support provided by GIO to all users (> 70k ). The ecosystem related to EUS is mainly based on 4 services lines and covers the following solutions : ● Managed devices (Workstations, Operating system management, Apps packaging & deployment) ● Digital workplaces (Google Workplace services, SMTP, additional productivity apps) ● Connected workplaces (Managed printing services, Digital interactives screen, Visio conferences & Flexoffice tooling) ● End-users support & user experiences (Global services desk, Chatbot technologies) Mission: The EUS Chatbot deployment project is now in production phase and is to be taken over by the GIO EUS GOPS teams. In order to reinforce the EUS GOPS team (End-Users Support) we are looking for an IT/AI expert with a proven experience in Conversational AI, Generative AI, and Agentic frameworks, as well as experience in service desk (1 to 2 years min) and document management A strong software engineering background in Python is required to build scalable microservices, orchestrate autonomous AI agents, and integrate advanced automation across enterprise systems like ServiceNow, Google Workspace, and internal APIs. The IT/AI expert will work closely with the Chatbot product manager and one of the Service desk delivery managers based on specific zones (Americas or Apac). He/she will work also with the rest of GIO teams, it depends on the topics who will handle it. His/her role is to administrate theAI agent platform put in place by the project team, drive its technical evolution, and ensure the successful adoption of our autonomous assistants by end-users. He/she will work in sprint mode to ensure a rapid delivery of the new capabilities and continuous improvement.
Main Contributions
Conversational & Agentic Design ● Create a personalized, contextual user experience that can effectively engage and assist users to answer their questions and solve their problems without engaging an agent. ● Transition traditional static decision trees into dynamic, autonomous conversational flows powered by agentic architectures. ● Design multi-agent orchestration flows, tool/function calling logic, and contextual memory retrieval to enable automated end-to-end task execution. ● Define agent system prompts, guardrails, and user interaction patterns across digital support channels. ● Apply a broad range of user experience design skills to imagine, validate, design, and specify conversational behaviors. ● Analyze content, create scenarios and use cases, define customer chat (text) query patterns, to determine interaction flows, creating design specifications, and writing virtual assistant responses. ● Create conversational content and flows, and tune for machine to human conversations across web, digital and voice channels ● Use data and user insights to optimize existing conversational flows and improve the channel retention rate.
Monitoring, Observability and Reporting
● Establish continuous LLM Evals (evaluation pipelines) to measure accuracy, relevance, groundedness, and hallucination rates in production responses. ● Leverage Cloud Trace and telemetry tools to monitor multi-agent execution steps, debug tool-calling failures, and optimize response latency. ● Curate, optimize, and maintain vector indexes and Knowledge Base sources to improve Retrieval-Augmented Generation (RAG) performance. ● Identify current trends, new uses of our customers/support teams in order to improve the chatbot ● Produce a reporting of the chatbot performance indicators in management
Support and administration ● Administration, scaling, and deployment of agent microservices hosted on Google Cloud Run. ● L3 support (Troubleshoot system exceptions, API errors, edge-case reasoning failures, Tickets, Knowledge base and FAQ update). ● Leading and participating in technical projects supported by the L3 team ● Training (for L1, L2 & L3) 1 ● Participation in the EUS change committee (CAB) (Coordination, Content and information sharing)
Interactions ● Gather the needs of the various GIO/BIS service lines and determine necessary AI Agent capabilities. ● Design agentic behaviors and tools in collaboration with the GIO/BIS service lines and UX ● Build the training corpus for the chatbots in management ● Conduct tests with users/support teams ● Participate with EUS service lines Manager & EUS Architect in the EUS roadmap and suggest some enhancements to ensure the sustainability of chatbot.
Education Bachelor’s degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)
Expertise Certifications Courses Technical competencies: ● Hands-on experience building multi-agent systems using agentic frameworks (LangGraph or Google ADK), and RAG architectures. ● Hands-on experience with Google Cloud Run and the Google Cloud SDK (or Vertex AI SDK). ● Practical experience with observability tools like Cloud Trace and LLM evaluation frameworks (Evals). ● Advanced Python programming and API integrations. ● ServiceNow ● Intermediate IT knowledge (Microsoft AD, Network, Security, Google workspace or Office 365 …) Experiences expected: ● Proven experience building user-centric conversation experiences in an agile environment ● Mastery of Agile methods and sensitivity to UX ● Storyboarding and communicating complex insights in a way that is easily understood ● Managing relationships with stakeholders
Transversal Skills ● Autonomy, rigor and organizational skills ● Ability to work in a team ● Sense of result and strength of proposal ● Strong analytical skills, synthesis and excellent vulgarization writing skills ● Customer centric skills ● "Automate Everything" attitude ● Familiarity with agile development processes and DevOps approaches ● English fluent speaker
Languages English C1 (mandatory) Spanish is a plus.
Modelo 2x híbrido no Morumbi/SP
Contratação PJ