Remote Gen AI CX Transformation Lead

Accenture; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Job summary

Accenture is seeking a seasoned CX/Gen AI consultant to design, build and implement Google CES solutions for large clients across sales, service and marketing. You will work with clients to shape their Gen AI strategy, run design-thinking workshops, assess CX capabilities and translate requirements into concrete roadmaps.

You will collaborate with Google teams, Accenture delivery groups and client teams to migrate CCaaS, deliver with Agile practices, create proofs of concept and participate in

Qualifications

• 5+ years of experience designing and delivering Google CES solutions.
• Experience with multiple CX platforms and CCaaS migrations.
• Strong stakeholder management across geographies and functions.
• Ability to translate business needs into CX capabilities and roadmaps.

Responsibilities

• Provide CX solutions using Google CES and related tools, including Conversational Agents, Agent Assist, and analytics.
• Drive design thinking workshops with clients to shape Gen AI strategy and understand business value.
• Perform CX capability assessments and co-create roadmaps with clients.
• Understand business requirements while keeping customer experience at the heart of CX design.
• Anticipate questions from cross-functional client teams and align on next steps.
• Collaborate with Google team to translate user requirements into the final product.
• Support CCaaS migration with Accenture and client teams.
• Deliver using Agile delivery processes and continuous improvement.
• Coordinate with other Accenture teams to propose differentiated CX management solutions.
• Participate in pre-sales activities including RFPs, proofs of concept, and client presentations.
• Contribute to practice initiatives and reusable assets in the contact center space.

Skills

Google CES

CX design

Gen AI strategy

Design thinking workshops

CCaaS migration

Stakeholder management

Cross-geo collaboration

CX architecture

Tools

Dialogflow

Vertex AI

Google Gen AI tools

Genesys

Amazon Connect

Job description

Accenture is seeking a seasoned CX/Gen AI consultant to design, build and implement Google CES solutions for large clients across sales, service and marketing. You will work with clients to shape their Gen AI strategy, run design-thinking workshops, assess CX capabilities and translate requirements into concrete roadmaps.

You will collaborate with Google teams, Accenture delivery groups and client teams to migrate CCaaS, deliver with Agile practices, create proofs of concept and participate in