GECX CCaaS Specialist - Google Cloud & AI Delivery

Accenture; San Diego (CA); Hybrid; USD 70,000 - 196,000; Full time

Job summary

Accenture, a premier Google Cloud partner, seeks a hands-on Specialist to design and deliver Google GECX solutions for clients. You will work with senior architects, support delivery teams, and build end-to-end CCaaS-enabled experiences across onshore and offshore teams.

Travel may be required (0–100%), and you will implement AI agents, CCaaS integrations, aligning technology with client architecture and business goals while staying ahead of industry trends.

Qualifications

• Minimum of 3 years of experience in technology transformation, focused on Conversational AI, CCaaS or cloud-based contact center solutions.
• Minimum of 3 years with Contact Center technologies and industry best practices, including AI Agent building and CCaaS on multiple platforms (AWS, Google, Genesys, Avaya, NICE).
• Minimum of 3 years aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard, etc.
• Bachelor's degree or equivalent work experience (minimum 12 years); if Associate’s Degree, must have minimum 6 years work experience.

Responsibilities

• Develop and deploy end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions.
• Architect and provide technical recommendations and analysis between GECX product offerings and client’s environments.
• Design and engineer enterprise-ready AI agents with retrieval, orchestration, policy-based routing, tool invocation, evaluation harnesses, and lifecycle observability.
• Design, configure and implement GECX CCaaS solutions in client environments and integrate within client’s architecture and constraints.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with an Agile approach, including on-shore and off-shore resource planning and risk management.
• Manage day-to-day on-shore and off-shore project teams and the project lifecycle.
• Capture high-level business requirements and translate them into epics and stories.

Skills

Conversational AI

CCaaS

Cloud-based contact center

Education

Bachelor's degree or equivalent

Tools

AWS

Google Cloud

Genesys

Avaya

NICE

Job description

Accenture, a premier Google Cloud partner, seeks a hands-on Specialist to design and deliver Google GECX solutions for clients. You will work with senior architects, support delivery teams, and build end-to-end CCaaS-enabled experiences across onshore and offshore teams.

Travel may be required (0–100%), and you will implement AI agents, CCaaS integrations, aligning technology with client architecture and business goals while staying ahead of industry trends.