S&C GN Song Google Specialist (Gen AI) Consultant CL9 Full-time

Practice Overview:
Global Network SONG functional team is aligned to the Strategy & Consulting > Global Network division of Accenture and works with clients across its marketing, commerce, sales, and services department. The team provides transformation services across three key offerings: Marketing Transformation, Commerce & Sales and Services. These services help our clients become living businesses by optimizing strategies towards reducing cost to serve, improving revenue per customer, and enhancing customer experiences.

The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications, High Tech, Banking, Insurance, Energy, Utilities and Retail.

We are looking for passionate and driven individuals who will help define sales, marketing and services strategies, design and implement loyalty solutions and create better customer engagements and experiences. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking, and commitment to quality.

Key Responsibilities

• 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.

Experience

• 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

Key Competencies and 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 understanding of CCAI Framework and integration with internal and external components.

Job Qualifications
Masters of Business Administration/Post Graduate Diploma in Management / Bachelor’s Degree in any related field

Equal Employment Opportunity Statement

All 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.

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