#ACN GN – SONG - Service - Google - Consultant

Accenture in India; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Accenture in India invites a Consultant to design, build and implement Google CCAI-enabled CX solutions across multiple client environments. You will collaborate with clients and technical teams to translate business needs into scalable contact center capabilities.

The role requires deep experience with Dialogflow CX, CCaaS platforms and CX design, and you will contribute to pre-sales activities, workshops, and delivery initiatives in a fast-paced, global setting.

Qualifications

• 5+ years of experience with Google CCAI solutions and platform
• Experience collaborating with business stakeholders across geographies
• Ability to design CX solutions for contact centers and translate business needs into CX design

Responsibilities

• Provide CX solutions using Google CCAI suite (Dialogflow CX, Agent Assist, Insights CX, CCAI Platform)
• Lead design-thinking workshops with clients to redefine customer experience in contact centers
• Assess CX capabilities and co-create roadmaps with clients to achieve leading CX maturity
• Understand business requirements while keeping customer experience central in CX design
• Collaborate with cross-functional teams (CX ops, IT, analytics, business) to shape solutions
• Convert user requirements into final product with Google teams
• Support CCaaS migration projects for clients
• Deliver agile delivery processes and continuous improvement
• Contribute to pre-sales activities including RFP responses and proofs of concept
• Create reusable assets and point-of-view content for contact center space

Skills

Google CCAI

Dialogflow CX

CCAI Platform

CX design

Pre-sales activities

Tools

Genesys

Amazon Connect

CCaaS

Job description

Job Title - GN - SONG - Service - Google CCAI - Consultant

Management Level - 09/ Consultant

Location - Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills - Google Cloud Contact Center AI Platform

Good to have skills - NA

Areas of Work - Service Google CCAI, Solution and Platform Design

Job Summary

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Roles & Responsibilities

• Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx)
• Drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain
• 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
• 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
• 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 innovative solutions, etc.

Professional & Technical Skills

• 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.

Additional Information

• 5+ 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
• 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
• Ability to work effectively in a remote, inclusive, virtual, global environment

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

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