Google Customer Experience Practice Lead

Job Title: Google Customer Experience Practice Lead

Management Level: 07-Manager

Location: Bengaluru / All over India

Must-have skills: Google Cloud CX/contact center delivery, GECX, CCAI/CCaaS, Agent Assist, architecture leadership, people leadership, delivery governance, and hybrid CRM/telephony integrations such as Salesforce, ServiceNow, and Avaya.

Good-to-have skills: Google Cloud certifications such as Professional Cloud Architect or CCAI; experience building reusable assets and accelerators.

Experience: 12+ years in technology delivery, engineering, or architecture, including leadership of concurrent programs and domain teams.

5+ years leading Google Cloud CX/contact center programs, accountable for quality, technical outcomes, team growth, and onshore/offshore delivery readiness.

Experience leading engineers, architects, and delivery leads; driving capability development, staffing, quality reviews, and governance in a multi-client matrix.

Educational Qualification: Bachelor’s in Computer Science, Engineering, or related field

Job Summary:

We are looking for a Google Customer Experience Practice Lead to own the CX practice within Accenture Google Business Group. This role leads delivery execution, engineering and architecture oversight, capability development, and reusable asset creation for contact center transformation and conversational AI. The role ensures delivery quality and deep expertise across Gemini Enterprise for Customer Experience, CCAI/CCaaS, Agent Assist, customer service, commerce agents, CX analytics, IVR modernization, and agentic voice or chat capabilities. The Practice Lead partners with delivery, offering, sales, and alliance teams to support pursuits and practice growth while ensuring offshore readiness aligns with onshore client commitments.

Roles & Responsibilities:

Own CX practice delivery across engagements, accountable for quality, velocity, technical outcomes, and offshore readiness.

Provide domain leadership across GECX, Contact Center/CCaaS, CCAI, CX analytics, commerce agents, service modernization, integrations, agentic CX, and backend telephony or middleware connectivity.

Lead engineers, architects, and delivery leads through staffing, coaching, upskilling, quality reviews, and performance management to scale the talent pyramid.

Oversee architecture and solution quality, partnering with product solutions teams to ensure design patterns are executable offshore.

Build reusable assets, reference patterns, accelerators, and playbooks by capturing innovations from current client deliveries.

Support pursuits, proposals, and sales activities with technical depth and delivery input.

Act as the domain expert, advising clients and keeping teams current on Google Cloud product evolution.

Professional & Technical Skills:

12+ years in engineering, architecture, or technology delivery, with senior leadership in Google Cloud-led programs.

Deep expertise in CX technologies including GECX, CCAI/CCaaS, Agent Assist, conversational AI, IVR modernization, customer service, commerce agents, integrations, and analytics.

Proven experience leading delivery teams, architecture quality, risk management, and governance across concurrent engagements using distributed Agile models.

Strong people leadership across hiring, coaching, capability building, succession planning, and performance management.

Ability to communicate technical depth and work effectively with delivery, offering, sales, and alliance stakeholders.

BONUS POINTS IF YOU HAVE:

Google Cloud certifications, such as Cloud Architect or CCAI Specialization.

Hands-on experience with GECX and CCaaS platforms such as CCAI, Genesys, NICE, or Amazon Connect.

Track record delivering scaled contact center transformations across clients, with focus on omni-channel journeys.