As a Senior Leader within our Digital Transformation Practice, you will serve as the primary architect and delivery lead for our most strategic Contact Center AI (CCAI) engagements. You will lead a multidisciplinary AI Pod to design, deploy, and scale Google Cloud-native solutions that redefine customer experience for our global clients. This is a high-impact role requiring a blend of technical mastery, client advisory, and practice development.
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 & Mandatory 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 Professional Certificate
