Director, arenaflex Customer Engagement Services Practice

Join arenaflex, a leading digital product consultancy and the digital division of a multi-billion-dollar telecommunications provider, as we continue to shape the future of customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

About arenaflex

arenaflex is a global digital product consultancy that designs and delivers transformative customer experiences through innovative technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, arenaflex enables seamless, trusted, and digitally powered experiences that meet customers wherever they are.

The Opportunity

arenaflex is seeking a visionary and results-driven Director, Google Customer Engagement Services (CES) Practice to lead the growth and expansion of our global Google CES capabilities. This is a pivotal leadership role within our Global AI team, responsible for shaping our strategy, driving innovation, and delivering exceptional value to our clients through the intelligent application of Google's cutting-edge AI technologies for customer engagement.

Responsibilities

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Global Practice Leadership & Growth:

+ Develop and execute the strategic roadmap for the Google CES practice within arenaflex's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries. + Identify new business opportunities and cultivate strong relationships with key stakeholders at Google and within client organizations to expand our footprint. + Champion the adoption of Google CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives. + Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support. + Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on progress and demonstrating tangible business value.

Solution Development & Innovation:

+ Stay abreast of the latest advancements in Google CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings. + Drive the creation of innovative solutions and accelerators built on the Google CES platform, addressing complex customer experience challenges for our clients. + Oversee the technical architecture and delivery excellence of Google CES implementations, ensuring high quality, scalability, and adherence to best practices. + Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.

Team Leadership & Development:

+ Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES. + Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment. + Develop and implement training programs to ensure the team possesses the necessary skills and certifications in Google CES technologies. + Manage resource allocation, project prioritization, and operational efficiency within the practice.

Client Engagement & Partnership:

+ Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Google CES solutions. + Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Google CES offerings. + Collaborate closely with arenaflex's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions.

Competencies

* Bachelor's degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is a significant asset.

• 10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
• 5+ years of leadership experience building and scaling high-performing teams, ideally within a global consulting or professional services environment.
• Proven expertise and hands-on experience with Google Customer Engagement Services (formerly CCAI), including deep knowledge of:

+ Conversational Agents (Dialogflow, Gen AI Agents) + Agent Assist + Conversational Insights

• Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain.
• Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics.
• Excellent business acumen with the ability to identify client needs, develop compelling value propositions, and drive revenue growth.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams.
• Proven ability to influence and collaborate across diverse internal and external stakeholders.
• Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges.

What We'll Offer

* In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: + Healthcare benefits - Medical, Vision, Dental + 401K matching + Employee Share Purchase Plan + Competitive PTO Policy + Employee Assistance Program (EAP) + Life & Disability Insurance + And more!

• Annual Performance Bonus
• Annual Base Salary Range (Performance Bonus Eligible): $132,000—$165,000 USD

Join arenaflex and be part of a dynamic team that is shaping the future of customer experiences. Apply now to become our Director, Google Customer Engagement Services Practice! Apply for this job