CX, Contact Center AI Transformation Engagement Lead – VP

EXL

Serve as Lead Architect and delivery lead for Contact Center AI (CCAI) engagements. Designing, deploying, and scaling Google Cloud solutions to transform client experiences.

Posted 4/29/2026full-time🇺🇸 United StatesSenior💰 $170,000 - $250,000 per yearWebsite

Tech Stack

Tools & technologies

BigQueryCloudGoogle Cloud PlatformJavaScriptNode.jsPythonTerraform

About the role

Key responsibilities & impact

Lead end-to-end delivery of complex CX transformations, ensuring projects are delivered on time, within budget, and exceed client ROI targets.
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.).
Partner with client C-suites to move their operations from "Cost Centers" to "Value Centers" using AI-assisted Audit and CCAI Insights.
Develop repeatable frameworks, "accelerators," and best practices for Conversational AI to reduce time-to-market for future client engagements.
Manage a pod of Engineers and Analysts, including the mentorship of an "AI Academy" cohort of junior consultants to maintain high-margin delivery models.

Requirements

What you’ll need

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

Benefits

Comp & perks

For more information on benefits and what we offer please visit us at **__https://www.exlservice.com/us-careers-and-benefits__**

ATS Keywords

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Hard Skills & Tools

Google CloudNLUNLPDialogflow CXCCAI PlatformBigQueryVertex AIPythonNode.jsTerraform

Soft Skills

leadershipmentorshipproject managementclient engagementcommunication

Certifications

Google Professional Cloud ArchitectGoogle Professional Machine Learning EngineerGoogle Cloud CCAI Platform Professional Certificate