Contact Center AI Solution Consulting Manager
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: Manager / Senior Manager | Location: Bonifacio Global City, Taguig City | Years of Exp: 13 + 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:
- 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.
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 center solutions for clients
Having thorough understanding of end to end Google contact center transformation
Thorough understanding of CX & contact center 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 organization.
Open for cross-country relocation
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
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