#ACN I&P - GN - SONG - Service - Google - Senior Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Accenture seeks a Manager/Senior Manager to lead Google CCAI-driven customer experience and contact center transformation initiatives. You will shape solutions, operating models, migrations and pre-sales activities across sales, service and marketing, collaborating with Google teams and client stakeholders.

You will drive practice development, attract talent and contribute to demand generation for Google contact center projects, ensuring CX-centric outcome delivery."

Qualifications

• Must-have: Google Cloud Contact Center AI, Dialogflow CX, Agent Assist, Insights CX, CCAI Platform, CX Solution and Platform Design, Contact Center Transformation.
• Experience designing and delivering Google CCAI solutions and platforms across geographies.
• Strong stakeholder-management and ability to work on high-paced, complex CX/CC transformation projects.

Responsibilities

• Provide customer experience solutions using Google CCAI products including Dialogflow CX, Agent Assist, Insights CX, and the CCAI Platform.
• Lead design-thinking workshops to reshape client thinking about customer experience in contact center environments.
• Assess capability maturity, identify gaps, and co-create transformation roadmaps.
• Translate business requirements into final CX solution designs while keeping customer experience central.
• Collaborate with Google technical teams to translate requirements into solutions and support CCaaS migrations.
• Deliver agile processes, continuous improvement, and reusable practice assets.
• Support RFI/RFP activities, proofs of concept, client presentations and cost estimations.
• Co-lead the Google Contact Center offering and drive practice growth and talent development.

Job description

Job Description

Job Title: Google CCAI + Manager / Senior Manager + I&P GN SONG

Management Level: Manager / Senior Manager

Location: Delhi / Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must have skills

• Google Cloud Contact Center AI
• Dialogflow CX
• Agent Assist
• Insights CX
• CCAI Platform
• CX Solution and Platform Design
• Contact Center Transformation

Good to have skills

• Amazon Lex
• IBM Watson
• Microsoft PVA
• Nuance
• Khoros
• Genesys
• Amazon Connect
• Avaya
• Cisco
• Sprinklr

Job Summary

As a Google CCAI Manager or Senior Manager within the SONG practice, you will lead customer experience and contact center transformation initiatives using the Google CCAI suite. You will shape solutions, operating models, migrations, pre-sales activities, practice development, and client delivery across sales, service, and marketing.

Roles & Responsibilities

Provide customer experience solutions using Google CCAI products including Dialogflow CX, Agent Assist, Insights CX, and the CCAI Platform.

Lead or support design-thinking workshops that reshape client thinking about customer experience in contact center and customer care environments.

Assess customer experience management capabilities, identify capability maturity, and co-create transformation roadmaps.

Understand business requirements while keeping customer experience central to solution design.

Work with Google technical teams and developers to translate user requirements into final solutions.

Support CCaaS migration from legacy contact center solutions to new platforms.

Deliver agile processes, continuous improvement, and continuous development.

Support RFI and RFP activities, proofs of concept, client presentations, demonstrations, effort estimation, cost estimation, and reusable practice assets.

Co-lead the Google Contact Center offering, support practice growth, attract talent, and generate demand for Google contact center projects.

Formulate target operating models covering sourcing, agent performance, CX performance, innovation, business intelligence, and technology support.

Professional & Technical Skills

Strong experience designing and delivering Google CCAI solutions and platforms. Understanding of the CCAI framework and integration with internal and external components.

Experience working with business stakeholders across geographies with different priorities and requirements. Ability to work in high-paced, complex projects and understand industry-specific customer service processes, operations, and functional needs.

Stakeholder-management skills, including issue and risk resolution. Understanding of end-to-end Google contact center transformation, customer experience architecture, and contact center architecture.

Strong analytical, written, oral communication, facilitation, organization, and problem-solving skills. Ability to present to Board and C-level stakeholders and provide performance or status reporting to steering committees.

Strong project management, impact, influence, and conflict-management capability.

Additional Information

The role requires 13+ years of experience working with Google CCAI solutions. The position covers Manager and Senior Manager levels. Locations include Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, and Hyderabad.

About Our Company | Accenture

Experience Minimum 13+ years of experience is required

Educational Qualification Not specified in the source job description

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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