Join to apply for the Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Consultant role at Accenture México
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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 capabilitiesAbility to understand business requirements still putting customer experience at the heart of CX designAbility 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 productWork with Accenture and client team on CCaaS (Contact Center as a Service) migrationDeliver using agile delivery process, continuous improvement and continuous developmentWork 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 completedMBA from a tier 1 institute is highly desirable.Availability to travel may be required.English proficiencyBring 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 platformExperience of working with business stakeholders across multiple geographic areas, with different priorities and requirementsAbility to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needsThorough 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 clientsHaving thorough understanding of end to end Google contact center transformationThorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a mustExperience 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 haveExperience of building Gen AI based use-cases and solutions that work across industries and marketsStory boarding, creating differentiated solution as per client needs and compelling story telling is a mustAbility to work with ambiguity and exploratory mindset is a mustStrong Analytical skills, excellent written and oral communication skillsExperience working in a large, complex global team environmentExcellent verbal and written communication skills, with the ability to present at the Board and C-levelAbility to work effectively in a remote, inclusive, virtual, global environmentSeniority level
Mid-Senior level
Employment type
Full-time
Job function
Strategy / Planning and Consulting
Industries
Business Consulting and Services
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