Contact Center AI Solution Consulting Manager

8005 Accenture Inc Company; Taguig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Accenture Strategy & Consulting in the Philippines seeks a seasoned Google CCAI solutions expert to drive CX design across marketing, sales and service, delivering high-impact transformations.

Lead with design thinking, collaborate with global teams, and shape Gen AI implementation strategies that deliver measurable improvements in customer experience and business performance.

This role requires deep domain expertise, excellent communication and a track record of delivering end-to-end CX programs.

Job description

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 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.

Co‑Lead the Google Contact Center Offering and leverage the previous experience of building the practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Google contact center projects) Lead and 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.

Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligent and contact center technology support aligned to vision.

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, lead existing legacy solution clients on the journey to new solution.

Lead and deliver 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 skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project Thorough understanding of CCAI Framework and integration with internal and external components.

Read about us. Blogs Your experience counts! 13+ years of experience in working with Google CCAI 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 centre solutions for clients Having thorough understanding of end to end Google contact centre transformation Thorough understanding of CX & contact centre architecture and project experience with Google CCAI 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 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 Strong project management, facilitation, and organization skills High on impact and influence Performance/Status reporting to steering committee Problem Solving and Conflict Management 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 organisation. Open for cross‑country relocation.

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 organisations 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 organisation 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 organisations build their digital core, optimise 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 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, colour, 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. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. World. Explore your next step at Accenture