EXL

Delivery COE Lead

EXL  •  Hyderabad, IN (Onsite)  •  5 days ago
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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


Lead strategic delivery initiatives, Define best practices for delivery management, Oversee delivery of complex projects, Mentor junior delivery leads, Ensure alignment with organizational goals.
Bachelor's/Master's in any stream 10+ years

EXL

About EXL

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.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
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