I&P - GN - SONG - Service - Google - Specialist

Job Title – I&P - GN - SONG - Service - Google CCAI - Consultant

Management Level: 09/ Consultant

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: Google Cloud Contact Center AI Platform

Good to have skills: NA

Experience: Minimum 6+ years of experience is required

Educational Qualification: MBA/PGDM from tier 1 or 2

Areas of Work: Service Google CCAI, Solution and Platform Design

Job Summary:
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Roles & Responsibilities: 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 CCAI Platform (Ujet.cx)

·       Drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain

·       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 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 innovative solutions, etc.

Professional & Technical Skills:

·       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.

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 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
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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 Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global 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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