Description

Key Responsibilities

- Engagement Delivery: Lead end-to-end delivery of complex CX transformations, ensuring projects are delivered on time, within budget, and exceed client ROI targets.
- Solution Architecture: Act as the Lead Architect for Google CCAI ecosystems, integrating Dialogflow CX, Agent Assist, and Vertex AI into diverse client environments (Legacy On-prem, Salesforce, Genesys, etc.).
- Strategic Advisory: Partner with client C-suites to move their operations from "Cost Centers" to "Value Centers" using AI-assisted Audit and CCAI Insights.
- Practice Growth & IP: Develop repeatable frameworks, "accelerators," and best practices for Conversational AI to reduce time-to-market for future client engagements.
- Talent Orchestration: Manage a pod of Engineers and Analysts, including the mentorship of an "AI Academy" cohort of junior consultants to maintain high-margin delivery models.

Required Experience

- Professional Services Background: 10+ years in a Boutique Digital Agency, or System Integrator (SI) environment.
- Technical Depth:



5+ years of hands-on leadership in Google Cloud (GCP) and NLU/NLP technologies.
- Domain Expertise: Proven experience in modernizing Global Contact Centers (1,000+ seats) with AI-first strategies.
- Commercial Acumen: Experience supporting pre-sales, drafting Statements of Work (SOWs), and managing project P&L.;

Technical Skills & Certifications

- Platform: Dialogflow CX, CCAI Platform, BigQuery, Vertex AI, GECX and Looker.
- Languages/Tools: Python/Node.js, Terraform (IaC), and CI/CD for Conversational AI.
- Certifications:
- Google Professional Cloud Architect
- Google Professional Machine Learning Engineer
- Google Cloud CCAI Platform Qualified Certificate

Responsibilities
Lead strategic delivery initiatives, Define best practices for delivery management, Oversee delivery of complex projects, Mentor junior delivery leads, Ensure alignment with organizational goals.

Qualifications
Bachelor's/Master's in any stream 10+ years

📌 Delivery COE Lead (Hyderabad)
🏢 EXL
📍 Hyderabad