Delivery Leader - California - Capgemini Holding Inc

Description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

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.

Your Role:

• 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.

Skills & experience

• 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.

The base compensation range for this role in the posted location is: $190,000 - $210,000.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• 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

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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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.