Job Summary We are seeking an experienced and highly motivated Delivery Lead to spearhead the successful implementation of Google Contact Center AI CCAI solutions with a strong emphasis on CCAI Agent Assist and Dialogflow ES CX This role is critical in bridging the gap between solution design and technical execution The Delivery Lead will be responsible for leading project teams managing client relationships and ensuring the on-time on-budget and high-quality delivery of complex conversational AI and agent augmentation projects You will act as the primary point of contact for project stakeholders proactively identifying and mitigating risks and ensuring that strategic objectives are met through technical excellence Key Responsibilities Project Leadership Management 60 Lead the full lifecycle of CCAI projects from initiation and planning through execution monitoring control and closure Develop and manage comprehensive project plans including scope definition detailed timelines resource allocation and budget tracking Serve as the primary client contact for project delivery establishing strong relationships managing expectations and providing regular progress updates Lead and motivate diverse project teams Solution Architects NLU Specialists Engineers QA Analysts fostering a collaborative and high-performing environment Proactively identify assess and mitigate project risks and issues implementing contingency plans to ensure successful outcomes Manage project scope changes effectively ensuring proper documentation and communication to all stakeholders Conduct regular internal and external project review meetings preparing and presenting status reports to senior management and clients Ensure projects adhere to defined quality standards best practices and governance frameworks e g Agile Scrum Technical Oversight Quality Assurance 30 Understand and validate the technical solution architecture for CCAI Agent Assist and Dialogflow ensuring it aligns with client requirements and business objectives Provide technical guidance and oversight to the engineering and development teams ensuring adherence to design specifications and best practices for NLU and conversational AI Specifically oversee the implementation of Dialogflow agents intents entities flows fulfillment logic and CCAI Agent Assist features real-time knowledge base integration smart reply suggestions sentiment analysis script nudges Ensure seamless integration of CCAI solutions with existing contact center platforms e g Genesys Twilio Salesforce Service Cloud Zendesk and enterprise systems Work closely with QA to define comprehensive testing strategies unit integration UAT performance for conversational AI flows and agent assistance capabilities Facilitate technical problem-solving during project execution collaborating with architects and engineers to overcome complex challenges Ensure solutions are built for scalability security reliability and maintainability Stakeholder Management Communication 10 Translate technical concepts and project updates into clear concise language for non-technical stakeholders and business leadership Negotiate and resolve conflicts effectively maintaining positive client relationships Collaborate with pre-sales teams to refine project scope and estimates during the planning phase Facilitate knowledge transfer and training for client teams post-deployment ensuring successful adoption and ongoing support Required Qualifications Bachelor s degree in Computer Science Information Technology Engineering or a related field 12 years of experience in technical project management delivery leadership or a similar client-facing role 3-5 years of demonstrable experience leading the delivery of Google Cloud-based AI solutions with specific hands-on project experience involving Google CCAI Agent Assist critical Google Dialogflow ES and or CX critical Strong understanding of conversational AI principles NLU and contact center operations Proven experience managing complex projects with cross-functional technical teams Familiarity with core Google Cloud Platform GCP services relevant to AI deployments e g Cloud Functions BigQuery Pub Sub Experience with Agile Scrum methodologies and tools e g Jira Confluence Exceptional leadership communication interpersonal and presentation skills both written and verbal Strong analytical problem-solving and negotiation abilities Proven ability to manage multiple projects concurrently and adapt to changing priorities Preferred Qualifications Master s degree or PMP Agile certification CSM PMI-ACP Google Cloud Certification e g Professional Cloud Architect Professional Collaboration Engineer Hands-on experience with contact center platforms beyond CCAI e g Genesys Avaya Cisco Five9 Experience with other Google AI services e g Speech-to-Text Text-to-Speech Vertex AI Gemini models and understanding of their integration potential Technical background in software development e g Python Node js to understand implementation complexities Experience in pre-sales activities including solution scoping and effort estimation Understanding of data privacy and security best practices in a contact center workplace

📌 Assistant Vice President (Uttar Pradesh)
🏢 EXL Service
📍 Uttar Pradesh