Technical Delivery Lead - Customer Engagement Solutions, Google Cloud

About the role

You're the person the client trusts to make it happen. As a Technical Delivery Lead, you own delivery from solution shaping through go-live. You design the delivery approach, lead the execution, and ensure the outcome actually transforms how the client engages with their customers. You're supported by a dedicated engineering team — you set the direction, they build alongside you. But you're the one accountable for what ships.

Responsibilities

• Own the delivery. End-to-end. Scope, timeline, team structure, technology, quality, outcome. You're the single point of accountability the client relies on.
• Design how it gets delivered. Shape the delivery approach — define the plan, structure the team, set the cadence, and sequence the work.
• Partner with engineers on the technical architecture; you own how it gets built, managed, and shipped.
• Provide technical advisory across the engagement — Guide our mid-market clients and teams on our offerings, technical implementation, and the underlying Google Cloud services, with a deep understanding of each client's existing environment and architecture.
• Be the client's trusted delivery partner. You're the face of the engagement. Lead status reviews, manage expectations, navigate trade-offs in real time, and ensure the client always knows where things stand and what's coming next.
• Get solutions into clients' hands fast. Pick up where the deal ends and make it real. Stand up the delivery, mobilize the team, and drive execution from day one — delivering proven capabilities in weeks, not quarters.
• Lead across borders. Coordinate onshore delivery leadership with offshore engineering teams. Set priorities, define workstreams, remove blockers, and keep the entire delivery machine moving at pace.
• Drive quality and outcomes. Establish delivery governance, define checkpoints, track progress against commitments, and ensure every engagement delivers measurable client value.

Requirements

• Minimum 7 years in hands-on, client-facing technology roles — you've built and delivered, not just managed.
• Minimum 5 years architecting and delivering on Google Cloud Platform, with deep expertise in customer engagement, contact center, and conversational AI solutions.
• You've independently owned client engagements from technical design through go-live.
• Deep hands-on experience with CCaaS platforms (Google CCAI, Genesys, NICE, or Amazon Connect), conversational AI design, and CX architecture.
• Strong in both technical leadership and delivery management — architecture, scope, risk, stakeholders.
• Experience with distributed global teams and modern engineering practices.
• Clear communicator — whiteboarding with engineers or presenting to a C-suite.

Qualifications

• Bachelor's degree or equivalent (minimum 12 years work experience). (If Associate’s Degree, must have minimum 6 years work experience)
• Google Cloud Professional certifications (Cloud Architect, CCAI Specialization)
• Hands-on experience delivering GECX solutions — CX Agent Studio, Commerce Agents, Agent Assist
• Experience with agentic AI frameworks — Gemini Agent Platform, ADK, A2A, MCP
• Track record delivering customer engagement transformations at pace across multiple clients
• Deep expertise in omnichannel architecture, CRM integration, and contact center modernization

Skills & Technologies

• GEMINI ENTERPRISE FOR CX (GECX): Core technical knowledge of Commerce Agents, CX Agent Studio, Agent Assist, and Customer Experience Insights.
• Contact Center / CCaaS: Hands-on delivery experience across Contact Center AI (CCAI), CCaaS legacy transformations, conversational AI application design, and IVR modernization.
• Customer Engagement Solutions (CES) Integrations: Strong competency in API-driven integrations, CRM/ERP back-end connectors (e.g., Salesforce, ServiceNow), and omni-channel orchestration patterns.
• Agentic CX Architecture: Practical working familiarity with intelligent customer-facing agents utilizing the Gemini Enterprise Agent Platform, Agent Development Kit (ADK), and Retrieval-Augmented Generation (RAG).