Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Manager/Senior Manager
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The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:
Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and knowledge/experience on Google Gen AI product suite like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist.
Co-Lead the Google Contact Center Offering and leverage the previous experience of building the practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Google contact center projects)
Lead and drive design thinking innovative workshops with the clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience.
Perform CX management capability assessment and identify foundational, evolving and advanced capabilities, co-create the roadmap path with the clients to achieve leading class CX capabilities
Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligent and contact center technology support aligned to vision
Ability to understand business requirements still putting customer experience at the heart of CX design
Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc)
Work with technical Google team/developers to convert user requirements into final product
Work with Accenture and client team on CCaaS (Contact Center as a Service) migration, lead existing legacy solution clients on the journey to new solution
Lead and deliver agile delivery process, continuous improvement and continuous development
Work with other Accenture teams to put forward differentiated CX management solutions for large clients (RFI and RFP process)
Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.
Qualifications:
Bachelor’s Degree completed
MBA from a tier 1 institute is highly desirable.
Availability to travel may be required.
English proficiency
Bring your best skills forward to excel at the role:
A strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform
Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs
Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
Thorough understanding of CCAI Framework and integration with internal and external components.
Your experience counts!
9+ years of experience in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry).
Passion for building leading class Google contact center solutions for clients
Having thorough understanding of end to end Google contact center transformation
Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must
Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have
Experience of building Gen AI based use-cases and solutions that work across industries and markets
Story boarding, creating differentiated solution as per client needs and compelling story telling is a must
Ability to work with ambiguity and exploratory mindset is a must
Strong Analytical skills, excellent written and oral communication skills
Experience working in a large, complex global team environment
Excellent verbal and written communication skills, with the ability to present at the Board and C-level
Strong project management, facilitation, and organization skills
High on impact and influence
Performance/Status reporting to steering committee
Problem Solving and Conflict Management
Ability to work effectively in a remote, inclusive, virtual, global environment
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Mexico City
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