S&C GN Song Practice | Management Consultant (Google Cloud)

Accenture; Kuala Lumpur; On-site; MYR 85,000 - 120,000; Full time

Job summary

A global consulting firm in Kuala Lumpur is seeking professionals to enhance business performance through innovative customer experience solutions. You will work with clients across various industries, providing expertise in Google CES solutions and implementing strategies that improve customer engagement. The ideal candidate should have over 5 years of relevant experience, strong analytical capabilities, and the ability to thrive in a dynamic environment. Collaborate with a talented team and engage in transformative projects that shape the future of business.

Benefits

Personalized training modules

Opportunities for collaboration with industry leaders

Work on transformative projects for G2000 clients

Qualifications

• 5+ years of experience in Google CES solutions and customer experience project implementations.
• Ability to deliver in a high-paced and complex project environment.
• Experience in building use-cases and solutions leveraging conversational AI.

Responsibilities

• Provide CX solutions using Google CES and drive innovation.
• Participate in pre-sales activities and respond to RFPs.
• Collaborate across functional teams to improve customer experience.

Skills

Design thinking

Google CES solutions

Analytical skills

Customer engagement

Communication skills

Tools

Dialogflow

Amazon Lex

IBM Watson

Genesys

Job description

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.

The SONG practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on 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, 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 CES/Customer Engagement Suite of contact center products such as Conversational Agents, Agent Assist, Conversational Insights 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.

• 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

• 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 using 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.

Bring your best skills forward to excel at the role:

• A strong and well-established record of accomplishment in designing and delivering Google CES 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 understanding of CES Framework and integration with internal and external components.

Read about us.

• Blogs

Your experience counts!

• 5+ years of experience in working with Google CES 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 CES 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
• Ability to work effectively in a remote, inclusive, virtual, global environment

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co‑create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture Strategy & Consulting

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in‑country teams to deliver cutting‑edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

Accenture Capability Network | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team