The Strategy & Consulting Global Network SONG Practice | Google CCAI

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; Hybrid; MYR 180,000 - 280,000; Full time

Job summary

Accenture is seeking a Management Consultant (Google Cloud) to join the SONG practice, focusing on CX transformation and Google CES solutions. You will work with cross‑functional teams across sales, service and marketing, helping clients design, build and implement scalable CX platforms.

This role emphasizes leadership in design thinking, Gen AI adoption, and CCaaS migrations. You will engage with global clients across industries, driving value through CX improvements, analytics, and innovative

Qualifications

• 5+ years of experience with Google CES solutions – building CX solutions and platforms.
• Experience with cross‑geo business stakeholders and complex programs.
• Strong knowledge of CX design, processes and customer journeys.
• Familiarity with CCaaS platforms (Genesys, Amazon Connect, Avaya, etc.).

Responsibilities

• Provide CX solutions using Google CES/GC Suite (Conversational Agents, Agent Assist, Insights).
• Lead design-thinking workshops and shape Gen AI implementation strategies.
• Assess CX capabilities and co-create roadmaps with clients to achieve best-in-class CX.
• Collaborate with Google team and client teams to deliver CCaaS migrations.
• Support pre‑sales activities including RFPs and proofs of concept.

Skills

Google CES

CX design

Design thinking

CCaaS

Gen AI

Stakeholder mgmt

Dialogflow

Tools

Dialogflow

Vertex AI

Gen AI tools

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 Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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.

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

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.

Key Responsibilities

• 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.

Qualifications

• 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.
• 5+ years of experience in working with Google CES solutions – creating virtual agents using Dialog flow, 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.
• You will also have opportunities to hone your functional skills and expertise in an area of specialization.
• We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster.
• Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates.
• The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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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