Job Description

Job Title - 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

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 cutting-edge 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 estimatio

📌 ACN GN SONG (Bengaluru)
🏢 Accenture
📍 Bengaluru