Google CCAI Solutions Lead

TTEC Digital; Austin (TX); Remote; USD 160,000 - 185,000; Full time

Job summary

TTEC Digital seeks an experienced CCAI Solutions Lead to drive innovation in AI implementations. In this role, you will develop technical solutions that leverage AI to enhance customer experiences, ensuring high-quality implementation and performance while providing leadership to a talented team.

Benefits

Medical, dental, vision

Tax-advantaged health care accounts

Financial and income protection benefits

Paid time off (PTO) and wellness time off

Qualifications

• 12+ years in product management and implementation.
• Strong understanding of contact center operations and AI-driven transformation.
• Experience with voice gateways and telephony integrations.

Responsibilities

• Design and deliver tailored AI-driven solutions for clients.
• Oversee customer engineering engagements and ensure satisfaction.
• Collaborate with internal teams and clients for solution design.

Skills

Leadership

Strategic thinking

Communication

Analytical skills

Problem-solving

Education

4-year bachelor's degree

Tools

Google Cloud Platform (GCP)

Dialogflow CX

Contact Center integrations

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC is looking for an experienced Google CCAI Solutions Lead to help drive innovation within our growing Google Practice team. If you're excited about cutting-edge technology, eager to stay ahead in the evolving AI landscape, and love being part of a collaborative and forward-thinking team—we'd love to hear from you.

As a CCAI Solutions Lead, you'll collaborate with clients, Google partners, and internal teams to shape next-generation customer service experiences—leveraging AI-driven virtual agents, conversational AI, and deep analytics to push boundaries and deliver intelligent, human-centered solutions.

In this role, you’ll design and deliver tailored technical solutions that address diverse client needs, while guiding initiatives as a senior member of our Google delivery team. From project kickoff to post-launch support, you’ll play a hands-on role throughout the full implementation lifecycle—collaborating closely with clients to ensure success every step of the way.

What you'll be doing:

• Provide leadership and oversee capability development in Dialogflow CX, Agent Assist, and Contact Center integrations across client engagements
• Oversee the end-to-end delivery of customer engineering engagements, ensuring high-quality implementation, performance, and customer satisfaction
• Support Google delivery team in designing, developing and implementing AI self-service applications with Google CCAI
• Collaborate with pre-sales to define robust technical solutions and contribute to accurate estimation efforts
• Stay current on the latest Google Cloud innovation, driving continuous enhancement of offerings, and evangelize best practices internally and externally.
• Serve as an escalation point and trusted advisor to clients, ensuring technical solutions align with business outcomes
• Establish best practices, methodologies, and frameworks for CCAI delivery engagements
• Engage directly with clients, lead design decisions and drive towards defining solution requirements and design
• Contribute to team growth by mentoring, supporting and help to attract, and retain top talent within the Google practice

What skills you will bring:

• 12+ years of experience in product management/delivery and implementation, building and leading high-performance teams
• 12+ years of experience in contact center technology, cloud solutions, or enterprise AI
• Strong understanding of contact center operations, customer experience strategy, and AI-driven transformation
• Experience working with Google Cloud Platform (GCP), especially Dialogflow CX, CCAI Insights, and Agent Assist is ideal. If not, then candidates should demonstrate deep knowledge and experience with one or more of the following conversational AI platforms: Amazon Lex, IBM Watson Assistant and/or Microsoft
• Proven experience managing large-scale client engagements and cross-functional teams
• Excellent communication, stakeholder management, and leadership skills
• Experience with voice gateways, IVRs, contact center CRMs, and telephony integrations
• Familiarity with machine learning, NLP, and analytics in customer service contexts
• Experience in regulated industries such as finance, healthcare, or telecom is a plus
• Experience building consumer AI products at scale, particularly in voice, natural language, or proactive assistant spaces
• Strategic thinker with strong analytical and problem-solving skills
• Demonstrated ability to turn vision into execution with high attention to quality and user experience
• Demonstrates excellent verbal and written communication skills, and the ability to work effectively across internal and external organizations
• Ability to support multiple complex projects at the same time
• Knowledge and understanding of Solution Document Designs/specifications for IVA applications
• Experience with Speech-to-Text and Text-to-Speech services such as Nuance, Google or Amazon
• Must be able to work independently, be organized, self-motivated, and have strong attention to detail
• Comfortable presenting in a variety of environments
• Excellent communication skills, both written and verbal
• Candidate must have a 4-year bachelor’s degree

$160,000 - $185,000 a year

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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