Senior Technical Solutions Consultant, AI, Customer Experience Suite Full-time

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.
• 5 years of experience with management of transformation initiatives, including interaction with executive leaders.
• 5 years of experience with the Google Cloud Platform.
• 3 years of experience architecting solutions that incorporate conversational AI and generative AI technologies to modernize customer experience.

Preferred qualifications:

• Master’s degree in Engineering, Computer Science, or a related technical field.
• Experience with community involvement, volunteering, mentorship or other work that shows commitment to betterment of others.
• Experience in telecommunications, networking, or contact centers.
• Experience in consulting, technical consulting in a customer-facing role, with results working with a variety of different types of customers, developers, and business.
• Knowledge of other AI frameworks, products, or solutions such as TensorFlow.

About the job

The Applied AI Customer Success team is focused on scaling customer experience solutions using Google’s conversational and generative AI technologies. In this role, you will provide product oversight across transformation initiatives at large enterprises, while being a trusted advisor to both customers and Google’s Product teams. Additionally, you will serve as a thought leader for customer experience transformation and solution delivery methodologies. You will be a pioneer of new AI powered solutions while maintaining focus on customer value.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Collaborate cross-functionally with Google Cloud AI teams (e.g., product, developing, sales, professional services, learning, etc.) to deploy cross-product user journeys (including CCaaS, Virtual Assistant, Agent Assist and Insights product areas).
• Solve customer use cases using Cloud AI conversational products to drive customer adoption, create reusable assets (e.g., code, toolkits, training), and deliver training for new product features or solutions for customers, partners, and field teams.
• Discuss functional, technical, and basic commercial topics with customer/partner stakeholders (e.g., developers, line managers) and empathize, shape, and influence them.
• Work closely with customer/partner stakeholders as a trusted advisor and provide expert guidance on critical solution decisions, and application of latest technology advancements to ongoing customer engagements.
• Apply data-driven management skills and be able to work in a rapidly changing environment across multiple industry verticals.