Customer Engagement Solutions Leader

AGBG Mid-market Offering Lead - Customer Service & Commerce

Job Title: Customer Engagement Solutions Leader Management Level: 07 – Manager Location: Bangalore/ Mumbai/ Hyderabad Must have skills: Strategic offering/product skills: market and customer analysis, competitive intelligence, business case development, and value proposition definition to shape vision and roadmap. Deep domain expertise in Customer Service/Contact Center and strong knowledge of relevant Google Cloud services (e.g., CCAI, GECX) and adjacent platform capabilities. Working knowledge of Generative AI concepts and enterprise use cases within the Google Cloud ecosystem (e.g., Gemini, Vertex AI), including how GenAI enhances customer engagement workflows. End-to-end go-to-market capability: packaged offers, launch management, positioning/messaging, and creation of sales, enablement, and marketing assets. Ability to lead through influence in a matrixed, global environment—collaborating with cross-functional teams and alliance partners with strong executive communication across regions and time zones. Strong execution discipline to take ideas from concept to release, translating priorities into a deliverable plan, iterating with feedback, and improving based on outcomes and data Experience: 12+ years of experience in product management, product marketing, or solution ownership roles, preferably within customer engagement, contact center, or customer service domains. Good to have skills: Relevant Google Cloud certifications are highly desirable. Educational Qualification: Bachelor's degree in a technical or business-related field; Master's degree is a plus. Job Overview: The Customer Engagement Solutions Leader defines the strategy for AI-powered customer experience across voice, digital, and conversational channels, improving efficiency and outcomes across customer journeys. In this role, you will lead a portfolio of productized AI-powered customer engagement solutions on Google Cloud (conversational AI, contact center, omnichannel service, conversational commerce), enabling proactive, intelligent engagement and measurable business impact You will set the vision and roadmap, translate market/client insights into scalable capabilities, and partner across sales, engineering, delivery, and ecosystem to drive adoption and measurable results. Key Responsibilities: Drive the end to end strategy and roadmap for Customer Engagement solutions that transform how clients serve, support, and engage their customers across voice, digital, and conversational channels Lead market, customer, and competitive intelligence across customer engagement, contact center, conversational AI, and omnichannel service landscapes, translating insights into differentiated positioning, priority use cases (e.g., self service, agent assist, conversational commerce), and roadmap investments Serve as a thought leader and evangelist in modern customer experience, shaping perspectives on agentic AI, conversational engagement, and service transformation through client engagements, executive briefings, industry forums, blogs, and webinars. Develop the go to market (GTM) strategy and assets for Customer Engagement Solutions, including messaging, value propositions, product packaging, commercials, launch planning, and coordination across sales, marketing, and alliance teams. Act as a domain SME for customer engagement and service transformation, supporting strategic sales pursuits through opportunity shaping, solution positioning, demonstrations, and proposal development focused on experience, efficiency, and time to value. Track performance against defined KPIs (e.g., adoption, pipeline influence, time-to-value, win rate) and use insights to continuously improve the offering and GTM approach. Partner closely with ecosystem partners and platform teams—including Google Cloud, CCAI, CES, and adjacent CX platforms—to align roadmaps, co innovate on agentic and conversational capabilities, and accelerate joint GTM motions