Delivery COE Lead

Job description

**Job Description: 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 Orchestration:** Manage a pod of Engineers and Analysts, including the mentorship of an "AI Academy" cohort of junior consultants to maintain high-margin delivery models. **Required Experience** - **Professional Services Background:** 10+ years in a Boutique Digital Agency, or System Integrator (SI) environment. - **Technical Depth:** 5+ years of hands-on leadership in Google Cloud (GCP) and NLU/NLP technologies. - **Domain Expertise:** Proven experience in modernizing Global Contact Centers (1,000+ seats) with AI-first strategies. - **Commercial Acumen:** Experience supporting pre-sales, drafting Statements of Work (SOWs), and managing project P&L. **Technical Skills & Certifications** - **Platform:** Dialogflow CX, CCAI Platform, BigQuery, Vertex AI, GECX and Looker. - **Languages/Tools:** Python/Node.js, Terraform (IaC), and CI/CD for Conversational AI. - **Certifications:** - **Google Professional Cloud Architect** - **Google Professional Machine Learning Engineer** - **Google Cloud CCAI Platform Professional Certificate** Responsibilities: Lead strategic delivery initiatives, Define best practices for delivery management, Oversee delivery of complex projects, Mentor junior delivery leads, Ensure alignment with organizational goals. Qualifications: Bachelor's/Master's in any stream 10+ years