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About the Role
As a Gemini Enterprise Customer Experience (CX) Solution Lead, you will lead the technical strategy, solution architecture, and execution alignment for AI-powered CX transformations. You will be responsible for designing scalable architectures, securing technical wins, and ensuring successful delivery outcomes across complex enterprise environments. This role is the technical counterpart to the Practice Lead, focused on translating strategy into robust, production-ready solutions.
Responsibilities
- Design and lead end-to-end AI-powered CX architectures on Google Cloud, defining scalable, secure, and production-ready solution patterns.
- Lead technical discovery and solution design during sales cycles, developing compelling proposals and securing technical wins.
- Architect and integrate CCaaS and AI-driven CX solutions across platforms (e.g., Google CCAI, Amazon Connect, Genesys, Twilio) with CRM, analytics, and automation systems.
- Guide delivery teams from POC to production, ensuring architectural consistency, delivery readiness, and high-quality outcomes.
- Align Capgemini, Google, and partner teams on architecture and execution, acting as the technical bridge across business, sales, and delivery.
- Drive continuous improvement by identifying opportunities to enhance performance, scalability, and CX outcomes through emerging AI capabilities.
Requirements
- 10+ years of experience in contact center technical presales, consultative solution architecture, or a related collaborative role.
- Proven experience in designing and architecting CCaaS and AI-driven CX solutions (e.g., Google GECX, Amazon Connect, Twilio Flex, Genesys Cloud, or Khoros).
- Strong, holistic knowledge of Contact Center technologies, including IVR, ACD, WFM, CRM integration, chatbots, natural language processing, RPA, and reporting/analytics.
- Deep expertise in Google Cloud Platform, Customer Experience, and Generative AI technology stack.
- Strong communication and relationship-building skills with executive and technical audiences.
- Ability to travel up to 50% of the time.
Skills
- Google Cloud Platform
- Customer Experience
- Generative AI
- CCaaS
- AI-driven CX solutions
- Google CCAI
- Amazon Connect
- Genesys
- Twilio
- CRM integration
- Analytics
- Automation systems
- IVR
- ACD
- WFM
- Chatbots
- Natural Language Processing
- RPA
- Reporting
- Google GECX
- Vertex AI
Location
- Atlanta, GA
- New York, NY
- Bridgewater, NJ
- Chicago, IL
- Dallas, TX
- San Francisco, CA
Work Type
- Hybrid
Experience Level
- 10+ years of experience
Education Level
- Google Cloud certifications (e.g., Professional Cloud Architect, Network Engineer, ML Engineer) are a plus.
Salary/Compensations
- $109,180 - $197,175
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
About the Company
- Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.
- It is a responsible and diverse group of 340,000 team members in more than 50 countries.
- With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.
- It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.