Google Customer Experience (CX) Solutions Manager

Accenture India Private Limited; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Accenture seeks a Google CCAI Manager/Senior Manager to lead CX and contact center transformation through the Google CCAI suite. The role spans solution design, operating models, migrations, pre-sales, and client delivery across sales, service, and marketing.

You will shape offerings, drive practice development, mentor teams, and collaborate with Google tech teams to translate requirements into scalable CX solutions.

Qualifications

• 13+ years of experience with Google CCAI solutions.
• Experience designing and delivering Google CCAI solutions and platforms.
• Ability to work with stakeholders across geographies to deliver CX transformations.

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 to reshape client thinking about CX in contact centers.
• Co-create transformation roadmaps by assessing current capabilities and maturity.
• Translate business requirements into final Google CCAI-based solutions with customer experience at the center.
• Support CCaaS migrations from legacy to modern platforms and deliver agile processes.

Skills

Google Cloud

Contact Center AI

Dialogflow CX

Agent Assist

Insights CX

CCAI Platform

CX Solution and Platform Design

Contact Center Transformation

Tools

Amazon Lex

IBM Watson

Microsoft PVA

Nuance

Khoros

Genesys

Amazon Connect

Avaya

Cisco

Sprinklr

Job description

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

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