Delivery Leader

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Job Description

The Delivery Engagement Lead is responsible for end-to-end delivery management of the AI Customer Support Agent initiative, ensuring alignment between business goals, technical execution, and stakeholder expectations. This role blends agile program management, client engagement, and strategic oversight to drive successful deployment of LangChain-powered agentic AI solutions with high compliance, reliability, and scalability.

Your Role:

• Lead the delivery of the AI Customer Support Agent across all phases—discovery, MVP, production hardening, and scaling.
• Manage cross-functional workstreams including AI architecture, ML engineering, data engineering, DevOps, and compliance.
• Oversee sprint planning, backlog grooming, and release management using Agile/Scrum methodologies.
• Ensure timely execution of workflows such as work_customer_issue, run_workflow, and escalate_to_human.
• Serve as the primary point of contact for client stakeholders.
• Facilitate strategic workshops on SOP design, escalation protocols, and agentic persona mapping.
• Translate business requirements into actionable delivery plans and ensure alignment with KPIs (e.g., containment rate, CSAT, AHT).
• Implement delivery governance structures in line with SOC 2, GDPR, and CCPA requirements. 
• Monitor audit logging, authorization enforcement, and PII sanitization across workflows.
• Support distributed tracing and observability setup for production environments.
• Track delivery metrics including token usage, escalation rates, and tool reliability.
• Identify and mitigate delivery risks including LLM cost overruns, tool failures, and latency regressions.
• Ensure concurrency control and optimistic locking mechanisms are in place for multi-user scenarios.
  
  
  
  

Skills & experience

• 8+ years of experience in delivery management, preferably in AI/ML or enterprise software programs.
• Proven track record of leading complex engagements involving GenAI, LangChain, and cloud-native architectures.
• Strong understanding of LLM orchestration, agentic AI frameworks, and tool-calling agents.
• Experience with Agile delivery, DevSecOps, and distributed systems (e.g., Redis, PostgreSQL, Kubernetes).
• Familiarity with compliance frameworks and enterprise security protocols.
• Excellent communication and stakeholder management skills.
• Experience with Anthropic, OpenAI, and LangChain integration.
• Background in telecom, customer service, or enterprise support platforms.
• Exposure to AI Factory operating models and GenAI scaling strategies. 
• Ability to manage hybrid teams across onshore/offshore delivery models.

The base compensation range for this role in the posted location is: $190,000 - $210,000.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a compreh