The Domain

Customer experience is where brand loyalty is won or lost - and it's being completely reinvented by AI. Google's Gemini Enterprise for Customer Experience (GECX) is changing what's possible: intelligent agents that handle complex customer interactions autonomously, real-time insights that transform how companies understand their customers, and commerce experiences that feel personal at scale. Our clients, high-growth, mid-market companies with millions of customer touchpoints, are investing aggressively in this space. They need lean, agile leaders who can design, build, and deliver these solutions end-to-end to rapidly drive customer value and competitive differentiation. This is one of the highest-demand, fastest-moving areas in our practice

The Role

You're the person the client trusts to make it happen.

As a Technical Delivery Lead, you own delivery from solution shaping through go-live. You design the delivery approach, lead the execution, and ensure the outcome actually transforms how the client engages with their customers. You're supported by a dedicated engineering team - you set the direction, they build alongside you. But you're the one accountable for what ships.

This role is for someone who takes full ownership of their work. You care about the delivery quality, the client experience, and the result. You hold yourself to a higher standard than anyone else would.

You'll work directly with clients - sitting in their world, understanding their fast-evolving resource constraints, and delivering outcomes that matter. You'll have the autonomy to shape how they experience Google Cloud, from first conversation to go-live.

What You'll Do

• Own the delivery. End-to-end. Scope, timeline, team structure, technology, quality, outcome. You're the single point of accountability the client relies on.
• Design how it gets delivered. Shape the delivery approach - define the plan, structure the team, set the cadence, and sequence the work. Partner with engineers on the technical architecture; you own how it gets built, managed, and shipped.
• Provide technical advisory across the engagement - Guide our mid-market clients and teams on our offerings, technical implementation, and the underlying Google Cloud services, with a deep understanding of each client's existing environment and architecture.
• Be the client's trusted delivery partner. You're the face of the engagement. Lead status reviews, manage expectations, navigate trade-offs in real time, and ensure the client always knows where things stand and what's coming next.
• Get solutions into clients' hands fast. Pick up where the deal ends and make it real. Stand up the delivery, mobilize the team, and drive execution from day one - delivering proven capabilities in weeks, not quarters.
• Lead across borders. Coordinate onshore delivery leadership with offshore engineering teams. Set priorities, define workstreams, remove blockers, and keep the entire delivery machine moving at pace.
• Drive quality and outcomes. Establish delivery governance, define checkpoints, track progress against commitments, and ensure every engagement delivers measurable client value.

Technical Skills & Domain Expertise

• Gemini Enterprise for CX (GECX): Core technical knowledge of Commerce Agents, CX Agent Studio, Agent Assist, and Customer Experience Insights.
• Contact Center / CCaaS: Hands-on delivery experience across Contact Center AI (CCAI), CCaaS legacy transformations, conversational AI application design, and IVR modernization.
• Customer Engagement Solutions (CES) Integrations: Strong competency in API-driven integrations, CRM/ERP back-end connectors (e.g., Salesforce, ServiceNow), and omni-channel orchestration patterns.
• Agentic CX Architecture: Practical working familiarity with intelligent customer-facing agents utilizing the Gemini Enterprise Agent Platform, Agent Development Kit (ADK), and Retrieval-Augmented Generation (RAG)

What Sets You Apart

• Google Cloud Certifications: Active Professional Google Cloud certifications (specifically Professional Cloud Architect or Cloud Digital Leader with CCAI Specialization).
• Advanced Agent Frameworks: Hands-on experience deploying agentic AI frameworks via the Gemini Agent Platform, ADK, A2A, or Model Context Protocol (MCP).
• Cross-Functional Ecosystem Exposure: Secondary familiarity with adjacent Google Cloud domain areas to maximize mid-market account impact, including:
  
  • Data & AI: BigQuery, Vertex AI, and Looker for customer data analytics, segmentation, and personalization.
  • Marketing Technology: Customer 360, CDP platforms, and building predictive audiences.
  • Cloud Architecture Foundations: Google Kubernetes Engine (GKE), hybrid networking layouts, and CI/CD automation pipelines.
  • Securing Client Data: Google Security Operations and Agentic Defense implementations.
  • Collaboration Enablement: Gemini Enterprise for Workspace productivity tooling.
• Transformation Track Record: A proven history of delivering comprehensive customer engagement and contact center modernizations at a rapid pace across multiple clients.

Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.

What You'll Need:

• Minimum 7 years in hands-on, client-facing technology roles - you've built and delivered, not just managed.
• Minimum 5 years architecting and delivering on Google Cloud Platform, with deep expertise in customer engagement, contact center, and conversational AI solutions.
• You've independently owned client engagements from technical design through go-live.
• Deep hands-on experience with CCaaS platforms (Google CCAI, Genesys, NICE, or Amazon Connect), conversational AI design, and CX architecture.
• Strong in both technical leadership and delivery management - architecture, scope, risk, stakeholders.
• Experience with distributed global teams and modern engineering practices.
• Clear communicator - whiteboarding with engineers or presenting to a C-suite.
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)

Preferred Experience:

• Bachelor's in CS, Engineering, or related field - or 12 years equivalent experience.
• Google Cloud Professional certifications (Cloud Architect, CCAI Specialization)
• Hands-on experience delivering GECX solutions - CX Agent Studio, Commerce Agents, Agent Assist
• Experience with agentic AI frameworks - Gemini Agent Platform, ADK, A2A, MCP
• Track record delivering customer engagement transformations at pace across multiple clients
• Deep expertise in omnichannel architecture, CRM integration, and contact center modernization

Domain Expertise

Primary - Customer Engagement

Domain Area

Skills & Technologies

GECX

Gemini Enterprise for Customer Experience - Commerce Agents, CX Agent Studio, Agent Assist, Customer Experience Insights

Contact Center / CCaaS

Contact Center AI (CCAI), CCaaS transformation, conversational AI, agent assist, IVR modernization

CES Integrations

API-driven integrations, CRM/ERP connectors, omnichannel orchestration

Agentic CX

Intelligent customer-facing agents using Gemini Enterprise Agent Platform, ADK, RAG

Also Valuable

Domain Area

Skills & Technologies

Data & AI

BigQuery, Vertex AI, Looker - for customer analytics, segmentation, and personalization

Marketing & Personalization

Customer 360, CDP, predictive audiences, hyper-personalized experiences

Infrastructure

GKE, networking, CI/CD - foundational for CES platform deployments

Cybersecurity

Google Security Operations, Agentic Defense - securing customer data and interactions

Workspace

Gemini Enterprise for Workspace - internal productivity and collaboration tooling