3794812-Senior Assistant Vice President

EXL Talent Acquisition Team; Dadri; On-site; INR 300,000 - 540,000; Full time

Job summary

EXL Talent Acquisition Team seeks a Solution Architect & Delivery Lead to define the technical vision and lead end‑to‑end delivery of Google Contact Center AI initiatives, with emphasis on CCAI Agent Assist and Dialogflow CX. The role blends hands‑on conversational AI expertise with strong leadership to align business needs with scalable solutions.

You will spearhead architecture design, integration strategies with CRM platforms, and adherence to best practices while guiding project teams to

Qualifications

• Bachelor's degree in Computer Science, Engineering, IT or related field.
• 15+ years in software development or solution architecture roles.
• 3-5+ years delivering Google CCAI solutions, incl. Dialogflow ES/CX.

Responsibilities

• Lead solution architecture & design for CCAI Agent Assist and Dialogflow solutions.
• Oversee end-to-end project delivery, timelines, budgets, and stakeholder management.
• Guide cross-functional teams and ensure architectural designs are followed.

Skills

Dialogflow

GCP

Solution Architecture

Project Leadership

Education

Bachelor's degree in Computer Science or related

Tools

Python

Node.js

Java

Job description

Job Summary: We are seeking a highly skilled and experienced Solution Architect & Delivery Lead to join our dynamic team. This pivotal role will be responsible for defining the technical vision, designing robust solutions, and leading the end-to-end delivery of Google Contact Center AI (CCAI) initiatives, with a primary focus on CCAI Agent Assist and Dialogflow CX. The ideal candidate possesses deep hands-on expertise in conversational AI and contact center technologies, combined with proven leadership skills to guide project teams, manage stakeholders, and ensure successful, on-time, and within-budget project delivery. You will bridge the gap between business requirements and technical implementation, translating complex needs into actionable solution architectures and overseeing their execution from concept to deployment.

Key Responsibilities:

Solution Architecture & Design (approx. 50%): Lead discovery sessions to gather and analyze complex business requirements, translating them into comprehensive Solution Design Document and architectural designs for CCAI Agent Assist and Dialogflow solutions. Design end-to-end conversational flows, intent identification, entity extraction, and fulfillment logic using Dialogflow ES/CX for both voice and chat applications. Architect and implement CCAI Agent Assist features, including real-time sentiment analysis, knowledge base integration, smart reply suggestions, and script nudges. Define integration strategies for CCAI solutions with existing contact center platforms (e.g., Salesforce, Zendesk, Genesys, Avaya), CRM systems, backend APIs, and data sources. Evaluate and recommend appropriate Google Cloud Platform (GCP) services (e.g., Cloud Storage, Cloud Functions, BigQuery, Pub/Sub, Vertex AI) to support CCAI deployments. Develop detailed architecture diagrams, technical specifications, and design documents. Ensure solutions are scalable, secure, reliable, cost-effective, and adhere to industry best practices and compliance standards. Conduct technical feasibility studies and Proof-of-Concepts (POCs) to validate architectural approaches. Stay abreast of the latest Google CCAI developments, Generative AI capabilities (including Vertex AI Conversation), and overall contact center AI trends.

Project Delivery & Leadership (approx. 50%): Lead and manage the full lifecycle of CCAI projects from initiation to deployment and post-implementation support. Develop detailed project plans, scope definitions, timelines, resource allocation, and budget estimates. Act as the primary technical point of contact for clients and internal stakeholders, ensuring clear communication and expectation management. Oversee and mentor development teams (engineers, NLU specialists, QA) throughout the project lifecycle, ensuring adherence to architectural designs and quality standards. Proactively identify and mitigate project risks, resolving technical and operational roadblocks. Implement Agile methodologies (Scrum/Kanban) to ensure efficient and iterative development cycles. Define and oversee testing strategies, including unit, integration, user acceptance, and performance testing for conversational AI solutions. Collaborate with business analysts, product owners, and operations teams to ensure seamless solution adoption and measurable business impact. Provide expert guidance and troubleshooting support for complex technical issues.

Required Qualifications:

Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 15+ years of progressive experience in software development, solution architecture, or technical consulting roles. 3-5+ years of hands-on experience designing and delivering Google CCAI solutions, with significant expertise in both CCAI Agent Assist and Dialogflow (ES/CX). Deep understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and conversational AI principles. Proven experience integrating Dialogflow solutions with various channels (e.g., Genesys, Twilio, Google Contact Center AI Partner Integrations). Strong proficiency in at least one programming language (e.g., Python, Node.js, Java) for custom integrations and fulfillment logic. Extensive experience with Google Cloud Platform (GCP) services, particularly those relevant to AI/ML and data pipelines. Demonstrated experience leading complex, cross-functional technical projects from concept to completion. Excellent communication, presentation, and interpersonal skills with the ability to articulate complex technical concepts to non-technical stakeholders. Strong analytical, problem-solving, and decision-making abilities.

Preferred Qualifications:

Master's degree in a relevant field. Google Cloud Professional Cloud Architect or Machine Learning Engineer certification. Experience with other Google AI services (e.g., Text-to-Speech, Speech-to-Text, Vertex AI). Familiarity with other contact center technologies and CRM platforms (e.g., Salesforce Service Cloud, Zendesk). Experience with pre-sales activities, including solutioning, effort estimation, and presenting to clients. Understanding of IT security, data privacy (e.g., GDPR, CCPA), and compliance best practices in a contact center context. Experience working in an Agile/Scrum environment.