CX, Contact Center AI (CCAI) Transformation Engagement Lead - VP
EXLAbout the role
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.
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 Resource Managment: 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
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
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