Contact Center AI Solution Consulting Manager
Accenture · Taguig
Full-timeremoteseniorConsultingConsulting
รายละเอียดงาน / Description
Based in the Philippines, this role involves designing and implementing strategies to enhance business performance through Contact Center AI solutions. You will lead client engagements, focusing on Google CCAI and Generative AI products to optimize customer experience and drive digital transformation. This position requires a strong background in CX solution design and the ability to co-create roadmaps for leading-class capabilities.
หน้าที่ความรับผิดชอบ / Responsibilities
- Provide CX solutions using Google CCAI and Gen AI product suites.
- Co-lead the Google Contact Center Offering and build practice capabilities.
- Facilitate design thinking workshops to shape Gen AI implementation strategies.
- Assess CX management capabilities and develop client roadmaps.
- Formulate CX target operating models, detailing key components.
- Collaborate with technical teams to convert user requirements into products.
คุณสมบัติ / Qualifications
- Proven track record in designing and delivering Google CCAI solutions.
- Experience working with business stakeholders across multiple geographies.
- Ability to manage high-paced, complex projects and understand industry-specific customer service.
- Strong skills in managing stakeholder expectations and resolving project issues.
- Thorough understanding of the CCAI Framework and its integration.
- 13+ years of experience with Google CCAI solutions and CX projects.
ทักษะที่ต้องการ / Required skills
- Google CCAI
- Dialogflow
- Insights CX
- Google Gen AI
- Vertex AI
- Google Gemini
- CX Design
- Stakeholder Management
- Project Management
- Analytical Skills
ทักษะเพิ่มเติม / Nice to have
- Amazon Lex
- IBM Watson
- Microsoft PVA
- Nuance
- Khoros
- Genesys
- Amazon Connect
- Avaya
- Cisco
- Sprinklr
สวัสดิการ / Benefits
- Opportunity to work on transformative projects with major clients.
- Potential to co-create with leaders and industry experts.