CX AI Transformation Lead(Google Cloud)

EXL; Dadri; On-site; INR 3,500,000 - 7,500,000; Full time

Job summary

A leading digital transformation firm in India is seeking a Senior Leader for its Digital Transformation Practice. The ideal candidate will act as the architect and delivery lead for strategic Contact Center AI (CCAI) engagements. Responsibilities include leading complex transformations, advising clients on AI strategies, and managing a multidisciplinary pod of engineers. The role requires over 10 years of experience in professional services and technical depth in Google Cloud and NLU/NLP technologies. This position offers the chance to redefine customer experiences with innovative AI technologies.

Qualifications

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

Responsibilities

• Lead end-to-end delivery of complex CX transformations.
• Act as Lead Architect for Google CCAI ecosystems.
• Manage a pod of Engineers and Analysts, mentoring junior consultants.
• Develop repeatable frameworks and accelerators for Conversational AI to shorten time-to-market.
• Mentor an AI Academy cohort and manage a pod of Engineers and Analysts.

Skills

AI-assisted Audit

Client Advisory

Technical Mastery

NLU/NLP

Client advisory

Commercial acumen

Education

MBA or equivalent in business/tech

Bachelor's degree in related field

Tools

Dialogflow CX

Python

Node.js

Terraform

BigQuery

CI/CD for Conversational AI

Job description

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