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Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Consultant

Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Consultant

Accenture MéxicoCiudad de México, Mexico
Hace 4 días
Descripción del trabajo

Join to apply for the Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Consultant role at Accenture México

Join Our Global Consulting Network and Expand Your Horizons! Are you ready to take your career to new heights? At the Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management.

Why Choose Us?

  • Global Exposure : Work on international projects and gain invaluable insights into diverse cultures and business practices.
  • Specialized Development : We don’t just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.
  • Dynamic Work Environment : Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.
  • Innovation at the Core : At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world.

We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity.

Let’s build a better future together! The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce / sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care.

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.
  • 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.
  • Qualifications :

  • Bachelor’s Degree completed
  • MBA from a tier 1 institute is highly desirable.
  • Availability to travel may be required.
  • English proficiency
  • 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.
  • Your experience counts!

  • 5+ 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
  • Experience of building Gen AI based use-cases and solutions that work across industries and markets
  • 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
  • Ability to work effectively in a remote, inclusive, virtual, global environment
  • Seniority level

    Mid-Senior level

    Employment type

    Full-time

    Job function

    Strategy / Planning and Consulting

    Industries

    Business Consulting and Services

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