Senior Contact Center AI Solutions Lead

Accenture; Taguig; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Accenture Strategy & Consulting's SONG practice seeks a senior consultant to scale customer experience initiatives using Google CCAI and related tools. You will co-lead the Google contact center offering, design innovative Gen AI strategies, and guide CX transformations for global clients across marketing, sales and service functions.

Make an impact by driving CX capability assessments, target operating models, and end-to-end delivery in a collaborative, remote-enabled global team environment.

Qualifications

• 13+ years of experience working with Google CCAI solutions and related CX platforms.
• Experience designing and delivering Google CCAI-based customer center solutions across industries.
• Proven ability to lead pre-sales activities and client workshops.

Responsibilities

• Lead Google Contact Center Offering and leverage experience to attract talent and deliver high-impact projects.
• Design thinking workshops with clients to shape Gen AI implementations and business value.
• Develop CX operating models and roadmaps aligned to client strategy and vision.
• Coordinate with technical teams to translate requirements into final products and migrations.
• Deliver agile delivery processes and drive continuous improvement across engagements.
• Support RFI/RFP processes with differentiated CX management solutions.

Skills

Google CCAI solutions

Dialogflow CX

CX design

CCaaS migration

Pre-sales activities

Design thinking

Agile delivery

Stakeholder management

Tools

Genesys

Amazon Connect

Job description

Accenture Strategy & Consulting's SONG practice seeks a senior consultant to scale customer experience initiatives using Google CCAI and related tools. You will co-lead the Google contact center offering, design innovative Gen AI strategies, and guide CX transformations for global clients across marketing, sales and service functions.

Make an impact by driving CX capability assessments, target operating models, and end-to-end delivery in a collaborative, remote-enabled global team environment.