Contact Center AI Solution Consultant

Accenture PLC; Taguig; Sur place; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

Accenture PLC is seeking a SONG Practice Google Specialist to join a team solving customer-facing challenges across sales, service, and marketing to accelerate business change.

You will design, build and implement CX initiatives, work with Google teammates on CCAI, CCaaS migrations, and develop innovative solutions across geographies.

Qualifications

• 5+ years of experience delivering CX solutions for large clients.
• Proven track record with Google CCAI and Dialogflow CX.
• Ability to design and implement Gen AI-enabled CX strategies.

Responsabilités

• Lead design thinking workshops with clients to shape Gen AI CX strategy.
• Collaborate with Google and Accenture teams to convert requirements into CX solutions.
• Develop roadmaps and governance for CCaaS migrations and CX improvements.
• Support pre-sales with proofs of concept and client presentations.

Connaissances

Google CCAI

Dialogflow CX

Vertex AI

Gen AI strategy

CX design thinking

Outils

CCaaS tooling

CRM integration

Description du poste

The SONG Practice | Google Specialist Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: SONG I Areas of Work: Service Google CCAI, Solution and Platform Design | Level: Analyst / Consultant | Years of Exp: 5+ years 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:

As part of these, you will drive the following:

• Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX 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 CCAI 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 CCAI Framework and integration with internal and external components.

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.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

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.

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

Explore your next step at Accenture

Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world.