Job Description

Job Title
Google CCAI + Manager / Senior Manager + I&P; GN SONG
Management Level
Manager / Senior Manager
Location
Delhi / Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad
Must have skills
Google Cloud Contact Center AI; Dialogflow CX; Agent Assist; Insights CX; CCAI Platform; CX Solution and Platform Design; Contact Center Transformation
Good to have skills
Amazon Lex; IBM Watson; Microsoft PVA; Nuance; Khoros; Genesys; Amazon Connect; Avaya; Cisco; Sprinklr
Job Summary
As a Google CCAI Manager or Senior Manager within the SONG practice, you will lead customer experience and contact center transformation initiatives using the Google CCAI suite. You will shape solutions, operating models, migrations, pre-sales activities, practice development, and client delivery across sales, service, and marketing.
Roles & Responsibilities
- Provide customer experience solutions using Google CCAI products including Dialogflow CX, Agent Assist, Insights CX, and the CCAI Platform.




- Lead or support design-thinking workshops that reshape client thinking about customer experience in contact center and customer care environments.
- Assess customer experience management capabilities, identify capability maturity, and co-create transformation roadmaps.
- Understand business requirements while keeping customer experience central to solution design.
- Work with Google technical teams and developers to translate user requirements into final solutions.
- Support CCaaS migration from legacy contact center solutions to current platforms.
- Deliver agile processes, continuous improvement, and continuous development.
- Support RFI and RFP activities, proofs of concept, client presentations, demonstrations, effort estimation, cost estimation, and reusable practice assets.
- Co-lead the Google Contact Center offering, support practice growth, attract talent, and generate demand for Google contact center projects.
- Formulate target operating models covering sourcing, agent per

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🏢 Accenture
📍 Bengaluru