Job Summary:
We are seeking an experienced and highly motivated
Delivery Lead
to spearhead the successful implementation of Google Contact Center AI (CCAI) solutions, with a strong emphasis on
CCAI Agent Assist
and
Dialogflow (ES/CX)
.This role is critical in bridging the gap between solution design and technical execution. The Delivery Lead will be responsible for leading project teams, managing client relationships, and ensuring the on-time, on-budget, and high-quality delivery of complex conversational AI and agent augmentation projects. You will act as the primary point of contact for project stakeholders, proactively identifying and mitigating risks, and ensuring that strategic objectives are met through technical excellence.
Key Responsibilities
- Project Leadership & Management (60%):
- Lead the full lifecycle of CCAI projects from initiation and planning through execution, monitoring, control, and closure.
- Develop and manage comprehensive project plans, including scope definition, detailed timelines, resource allocation, and budget tracking.
- Serve as the primary client contact for project delivery, establishing strong relationships, managing expectations, and providing regular progress updates.
- Lead and motivate diverse project teams (Solution Architects, NLU Specialists, Engineers, QA Analysts), fostering a collaborative and high-performing environment.
- Proactively identify, assess, and mitigate project risks and issues, implementing contingency plans to ensure successful outcomes.
- Manage project scope changes effectively, ensuring proper documentation and communication to all stakeholders.
- Conduct regular internal and external project review meetings, preparing and presenting status reports to senior management and clients.
- Ensure projects adhere to defined quality standards, best practices, and governance frameworks (e.g., Agile/Scrum).
- Technical Oversight & Quality Assurance (30%):
- Understand and validate the technical solution architecture for CCAI Agent Assist and Dialogflow, ensuring it aligns with client requirements and business objectives.
- Provide technical guidance and oversight to the engineering and development teams, ensuring adherence to design specifications and best practices for NLU and conversational AI.
- Specifically oversee the implementation of Dialogflow agents (intents, entities, flows, fulfillment logic) and CCAI Agent Assist features (real-time knowledge base integration, smart reply suggestions, sentiment analysis, script nudges).
- Ensure seamless integration of CCAI solutions with existing contact center platforms (e.g., Genesys, Twilio, Salesforce Service Cloud, Zendesk) and enterprise systems.
- Work closely with QA to define comprehensive testing strategies (unit, integration, UAT, performance) for conversational AI flows and agent assistance capabilities.
- Facilitate technical problem-solving during project execution, collaborating with architects and engineers to overcome complex challenges.
- Ensure solutions are built for scalability, security, reliability, and maintainability.
- Stakeholder Management & Communication (10%):
- Translate technical concepts and project updates into clear, concise language for non-technical stakeholders and business leadership.
- Negotiate and resolve conflicts effectively, maintaining positive client relationships.
- Collaborate with pre-sales teams to refine project scope and estimates during the planning phase.
- Facilitate knowledge transfer and training for client teams post-deployment, ensuring successful adoption and ongoing support.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 12+ years of experience in technical project management, delivery leadership, or a similar client-facing role.
- 3-5+ years of demonstrable experience leading the delivery of Google Cloud-based AI solutions, with specific hands-on project experience involving:
- Google CCAI Agent Assist (critical)
- Google Dialogflow (ES and/or CX) (critical)
- Strong understanding of conversational AI principles, NLU, and contact center operations.
- Proven experience managing complex projects with cross-functional technical teams.
- Familiarity with core Google Cloud Platform (GCP) services relevant to AI deployments (e.g., Cloud Functions, BigQuery, Pub/Sub).
- Experience with Agile/Scrum methodologies and tools (e.g., Jira, Confluence).
- Exceptional leadership, communication, interpersonal, and presentation skills (both written and verbal).
- Strong analytical, problem-solving, and negotiation abilities.
- Proven ability to manage multiple projects concurrently and adapt to changing priorities.
Preferred Qualifications
- Master's degree or PMP/Agile certification (CSM, PMI-ACP).
- Google Cloud Certification (e.g., Professional Cloud Architect, Professional Collaboration Engineer).
- Hands-on experience with contact center platforms beyond CCAI (e.g., Genesys, Avaya, Cisco, Five9).
- Experience with other Google AI services (e.g., Speech-to-Text, Text-to-Speech, Vertex AI, Gemini models) and understanding of their integration potential.
- Technical background in software development (e.g., Python, Node.js) to understand implementation complexities.
- Experience in pre-sales activities, including solution scoping and effort estimation.
- Understanding of data privacy and security best practices in a contact center environment.
