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.
Responsibilities
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.
QualificationsQualifications
- 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.
Skills Required
- 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 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.
- Expertise with Dialogflow CX, CCAI Platform, and Agent Assist.
- Experience with Vertex AI and BigQuery for conversational analytics and ML workloads.
- Familiarity with GECX and Looker for CX reporting and insights.
- Programming experience in Python or Node.js.
- Experience with Terraform (IaC) and CI/CD practices for Conversational AI.
- Google Professional Cloud Architect certification (preferred).
- Google Professional Machine Learning Engineer certification (preferred).
- Google Cloud CCAI Platform Professional Certificate (preferred).
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.
