Google CX CoE Leader
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
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale.
Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.
The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.