Contact Center AI Solution Consulting Manager

Taguig City, Metro Manila
Permanent
Full-time

1 month ago

The SONG Practice | Google SpecialistJoin 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+ yearsExplore an Exciting Career at AccentureAre 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 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 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 skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the projectThorough 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 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 haveStory 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-levelStrong project management, facilitation, and organization skillsHigh on impact and influencePerformance/Status reporting to steering committeeProblem Solving and Conflict ManagementAbility to work effectively in a remote, inclusive, virtual, global environmentWhat’s in it for you?An opportunity to work on with key G2000 clientsPotential to 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 into everything—from how you service your clients to how you operate as a responsible professional.Personalized training modules to develop your to grow your skills, industry knowledge and capabilitiesOpportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.Open for cross-country relocationAbout 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 atAbout 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|At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us atEqual Employment Opportunity StatementAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Accenture is committed to providing veteran employment opportunities to our service men and women.

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