EXL

Assistant Vice President

Reposted 2 Months Ago

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Noida, Gautam Buddha Nagar, Uttar Pradesh, IND

Hybrid

Senior level

Information Technology • Database • Consulting

The Role

Design and architect end-to-end GCP contact center and AI-driven solutions (Agent Workspace, Dialogflow CX, Vertex AI). Lead integrations, API strategies, scalability, security, cost optimization, and compliance. Mentor teams, produce design documents, and improve reliability across voice/chat channels.

Summary Generated by Built In

Key ResponsibilitiesDesign end-to-end solutions leveraging GCP services, particularly focusing on Agent Workspace for contact centers and AI-driven experiences.Define solution architectures that ensure scalability, security, resilience, and cost efficiency.Create high-level and low-level design documents, reference architectures, and best practices.Lead integration of GCP services such as Dialogflow CX, Contact Center AI, BigQuery, Pub/Sub, Vertex AI, GKE, and Cloud Functions.Architect customer journeys, voice & chat flows, and virtual agent integrations.Define API integration strategies for third-party CRMs, ticketing systems, and data pipelines.Work closely with product teams, business stakeholders, and engineers to translate functional requirements into robust technical solutions.Provide guidance and mentoring to development teams on best practices for GCP architecture and agent workspace deployment.Ensure compliance with industry standards and regulatory requirements.Drive initiatives to improve latency, reliability, and availability across customer interaction channels.Perform cost optimization and capacity planning for GCP services.Required Technical SkillsGCP Agent Workspace configuration, customization, and integrationContact Center AI & Dialogflow CXVertex AI for conversational intelligenceGCP Networking, IAM, Security, and Service AccountsBigQuery, Pub/Sub, Dataflow, and Looker for analyticsGKE (Kubernetes) / Cloud Run for containerized deploymentsBuilding secure APIs and integrating third-party applicationsExpertise in CI/CD pipelines (Cloud Build, Jenkins, GitHub Actions)Hands-on with microservices, REST, and gRPC-based solutionsProficiency in Python, Java, or Node.js for backend automationHands-on experience with Terraform / Deployment Manager for infrastructure as codeScripting experience for DevOps and GCP SDK-based automationUnderstanding of PCI, GDPR, HIPAA, and data protection guidelinesStrong knowledge of GCP security best practicesRequired Soft SkillsExcellent ;management and ;communicationAbility to lead cross-functional technical teamsStrong analytical, problem-solving, and decision-making skillsExperience working in Agile/Scrum environmentsPreferred CertificationsGoogle Cloud Certified – Professional Cloud Architect (mandatory)Contact Center AI & Dialogflow CX certification (added advantage)QualificationBachelor’s / Master’s degree in Computer Science, Information Technology, or equivalent.With at least 5+ years in GCP solution architecture. About the TeamEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

Skills Required

Hands-on GCP Agent Workspace configuration, customization, and integration
Expertise with Contact Center AI and Dialogflow CX
Experience using Vertex AI for conversational intelligence
GCP Networking, IAM, security, and service account management
BigQuery, Pub/Sub, Dataflow, and Looker for analytics pipelines
Container deployments using GKE (Kubernetes) or Cloud Run
Build secure APIs and integrate third-party CRMs and ticketing systems
CI/CD experience (Cloud Build, Jenkins, GitHub Actions)
Hands-on with microservices architecture, REST and gRPC-based solutions
Proficiency in Python, Java, or Node.js for backend automation
Infrastructure as code with Terraform or Deployment Manager
Scripting for DevOps and automation using GCP SDKs
Understanding of PCI, GDPR, HIPAA and data protection guidelines
Strong knowledge of GCP security best practices
Google Cloud Certified - Professional Cloud Architect
Contact Center AI & Dialogflow CX certification
Bachelor's or Master's degree in Computer Science, Information Technology, or equivalent
Minimum 5+ years in GCP solution architecture
Excellent management and communication skills; ability to lead cross-functional technical teams
Experience working in Agile/Scrum environments

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The Company

HQ: New York, NY

30,246 Employees

Year Founded: 1999

What We Do

Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.