Google CX CoE Leader

Role Overview

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.

Key Responsibilities

• Lead end-to-end delivery of complex CX transformations, ensuring projects are delivered on time, within budget, and exceed client ROI targets.
• 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.).
• Partner with client C-suites to move their operations from "Cost Centers" to "Value Centers" using AI-assisted Audit and CCAI Insights.
• Develop repeatable frameworks, "accelerators," and best practices for Conversational AI to reduce time-to-market for future client engagements.
• Manage a pod of Engineers and Analysts, including the mentorship of an "AI Academy" cohort of junior consultants to maintain high-margin delivery models.

Qualifications

• 10+ years in a Boutique Digital Agency, or System Integrator (SI) environment.
• 5+ years of hands-on leadership in Google Cloud (GCP) and NLU/NLP technologies.
• Proven experience in modernizing Global Contact Centers (1,000+ seats) with AI-first strategies.
• Experience supporting pre-sales, drafting Statements of Work (SOWs), and managing project P&L.

Skills

• Dialogflow CX, CCAI Platform, BigQuery, Vertex AI, GECX and Looker.
• Python/Node.js, Terraform (IaC), and CI/CD for Conversational AI.

Preferred Certifications

• Google Professional Cloud Architect
• Google Professional Machine Learning Engineer
• Google Cloud CCAI Platform Professional Certificate

Pay

The typical base pay range for this role across the U.S. is USD $170,000 - $250,000 per year.

For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits.