Delivery Leader

Capgemini • Brisbane, CA

2d • $190,000 - $210,000

About The Position

The Delivery Engagement Lead is responsible for end-to-end delivery management of the AI Customer Support Agent initiative, ensuring alignment between business goals, technical execution, and stakeholder expectations. This role blends agile program management, client engagement, and strategic oversight to drive successful deployment of LangChain-powered agentic AI solutions with high compliance, reliability, and scalability.
 

Requirements

• 8+ years of experience in delivery management, preferably in AI/ML or enterprise software programs.
• Proven track record of leading complex engagements involving GenAI, LangChain, and cloud-native architectures.
• Strong understanding of LLM orchestration, agentic AI frameworks, and tool-calling agents.
• Experience with Agile delivery, DevSecOps, and distributed systems (e.g., Redis, PostgreSQL, Kubernetes).
• Familiarity with compliance frameworks and enterprise security protocols.
• Excellent communication and stakeholder management skills.
• Experience with Anthropic, OpenAI, and LangChain integration.
• Background in telecom, customer service, or enterprise support platforms.
• Exposure to AI Factory operating models and GenAI scaling strategies.
• Ability to manage hybrid teams across onshore/offshore delivery models.

Responsibilities

• Lead the delivery of the AI Customer Support Agent across all phases—discovery, MVP, production hardening, and scaling.
• Manage cross-functional workstreams including AI architecture, ML engineering, data engineering, DevOps, and compliance.
• Oversee sprint planning, backlog grooming, and release management using Agile/Scrum methodologies.
• Ensure timely execution of workflows such as work_customer_issue, run_workflow, and escalate_to_human.
• Serve as the primary point of contact for client stakeholders.
• Facilitate strategic workshops on SOP design, escalation protocols, and agentic persona mapping.
• Translate business requirements into actionable delivery plans and ensure alignment with KPIs (e.g., containment rate, CSAT, AHT).
• Implement delivery governance structures in line with SOC 2, GDPR, and CCPA requirements.
• Monitor audit logging, authorization enforcement, and PII sanitization across workflows.
• Support distributed tracing and observability setup for production environments.
• Track delivery metrics including token usage, escalation rates, and tool reliability.
• Identify and mitigate delivery risks including LLM cost overruns, tool failures, and latency regressions.
• Ensure concurrency control and optimistic locking mechanisms are in place for multi-user scenarios.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed