Contact Center AI Solution Consultant at Accenture

Taguig, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, TechnologyIndustries

Requirements

5+ years of experience
Strong record of accomplishment in designing and delivering Google CCAI solutions and platform (e.g., Dialogflow CX, Agent Assist, Insights CX)
Knowledge/experience on Google Gen AI product suite (e.g., Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist)
Experience working with business stakeholders across multiple geographic areas, with different priorities and requirements
Ability to work in high-paced and complex projects
Understanding of industry-specific customer service processes, operations, and functional needs
Thorough understanding of CCAI Framework and integration with internal and external components

Responsibilities

Provide CX solution with Google CCAI suite of contact center products
Drive design thinking innovative workshops with clients using design principles and shape Gen AI implementation strategy, focusing on business value proposition and customer experience
Perform CX management capability assessment, identify foundational, evolving, and advanced capabilities, and co-create roadmap with clients to achieve leading class CX capabilities
Understand business requirements while putting customer experience at the heart of CX design
Think and pre-empt scenarios and questions from cross-functional client teams (e.g., CX operations, IT, Contact Center operations, digital, analytics, line of business)
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
Participate in practice-specific initiatives including creating points of view, reusable assets on contact center space, performing analysis on industry research and market trends, and bringing innovative solutions

Skills

Google CCAI

Dialogflow CX

Agent Assist

Insights CX

Vertex AI

Google Gemini

Decibel

Generative Fallback

Playbooks

LLM

Design Thinking

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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