CCAI Contact Center Solutions Lead

Accenture in the Philippines; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Accenture in the Philippines is seeking a senior CX/Google CCAI leader to design, build, and implement next‑gen contact center solutions for global clients. You will guide CX strategy, work with Google Cloud products, and drive transformative CX programs across industries.

You will collaborate with cross‑functional teams, lead workshops, and shape Gen AI implementation thinking to deliver measurable business value and improved customer experiences.

Qualifications

• 13+ years of experience in Google CCAI solutions and contact center transformation.
• Experience designing and delivering CX solutions across industries.
• Strong stakeholder management and verbal/written communication skills.
• Experience with CCaaS platforms and multiple conversational AI tools.

Responsibilities

• Lead Google CCAI solution implementation and practice development.
• Co-lead Google Contact Center Offering and develop talent pipeline.
• Drive CX design thinking workshops and define Gen AI implementation roadmaps.
• Collaborate with clients to align CX strategy with business value.

Skills

Google CCAI

Dialogflow CX

CX strategy

CCaaS

Design thinking

Stakeholder management

Pre-sales

Cross-functional collaboration

Gen AI strategy

Client storytelling

Tools

Google CCAI suite

Genesys

Amazon Connect

Khoros

Nuance

PVA (Microsoft)

Job description

Accenture in the Philippines is seeking a senior CX/Google CCAI leader to design, build, and implement next‑gen contact center solutions for global clients. You will guide CX strategy, work with Google Cloud products, and drive transformative CX programs across industries.

You will collaborate with cross‑functional teams, lead workshops, and shape Gen AI implementation thinking to deliver measurable business value and improved customer experiences.