Technical Lead

Job description

Design, implement and test Google CXAS conversational agents that understand customer requests, invoke the Universal Gateway and deliver accurate, natural responses through the selected text and voice channels. Configure and develop Google CXAS root and specialist agents for approved business journeys. Translate requirements into conversation flows, agent responsibilities, instructions and tool contracts. Implement the agreed session-start and initialization sequence, including when the Gateway must be called relative to the greeting. Configure tool calls so agents pass the correct session identifiers, journey information, user-provided values and requested operations to the Gateway. Consume Gateway responses containing state, permitted next actions, response guidance and business data. Keep authoritative business state and policy enforcement in the Gateway; avoid maintaining conflicting state definitions in agent instructions. Implement agent routing and handoffs while preserving the required conversation context. Configure clarification, fallback, escalation and unsupported-request handling. Implement voice behaviour, including microphone interaction, spoken responses and interruptions, for the agreed channel. Configure appropriate guardrails without blocking valid, authorized customer enquiries. Validate behaviour through native Canvas Preview and automated session tests. Diagnose failures using execution steps, tool requests, tool responses and correlated Gateway traces. Work with QA to define persona scenarios, expected outcomes and conversation-level assertions. Manage agent configuration changes, deployment versions and environment-specific settings. Key Responsibilities Hands-on experience with Google CXAS agent configuration, tools, deployment and Canvas Preview , demonstrated through practical work. Conversational design: intent handling, clarification, context management, handoffs and recovery. Strong understanding of LLM instructions, tool schemas, structured responses and grounding answers in returned data. REST APIs, JSON, authentication and debugging service integrations. Python or TypeScript proficiency sufficient to implement and troubleshoot integration code. Voice-assistant concepts, including speech recognition, speech synthesis, interruption handling and latency. Experience testing multi-turn conversations and assessing task completion, factual accuracy and failure handling. Google Cloud fundamentals, source control and release practices. Skill Requirements Hands-on experience with Google CXAS agent configuration, tools, deployment and Canvas Preview , demonstrated through practical work. Conversational design: intent handling, clarification, context management, handoffs and recovery. Strong understanding of LLM instructions, tool schemas, structured responses and grounding answers in returned data. REST APIs, JSON, authentication and debugging service integrations. Python or TypeScript proficiency sufficient to implement and troubleshoot integration code. Voice-assistant concepts, including speech recognition, speech synthesis, interruption handling and latency. Experience testing multi-turn conversations and assessing task completion, factual accuracy and failure handling. Google Cloud fundamentals, source control and release practices. Other Requirements Dialogflow CX experience, supplemented by demonstrated CXAS capability. Telecom customer-service journeys, particularly Billing. External state-engine integration and multi-agent architecture. Automated conversational evaluation and AgentCert integration. Telephony integration experience if a phone channel is included in scope Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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