Contact Center AI Solution Consulting Manager at Accenture

Taguig, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, TechnologyIndustries

Requirements

13+ years of experience
Expertise in Google CCAI suite (Dialogflow CX, Agent Assist, Insights CX)
Knowledge/experience with Google Gen AI products (Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM-based topic modelling, LLM Agent Assist)
Experience building and leading Google Contact Center practice from scratch (attracting talent, increasing demand for high-impact projects)
Ability to lead design thinking workshops using design principles to shape Gen AI implementation strategy focused on business value and customer experience
Capability to perform CX management assessments, identify foundational/evolving/advanced capabilities, and co-create roadmaps
Ability to formulate CX target operating models (strategic sourcing & management, agent performance management, CX performance, innovation management, CX management, business intelligence, contact center technology support)
Ability to understand business requirements while prioritizing customer experience in CX design
Ability to anticipate scenarios and questions from cross-functional teams (CX operations, IT, Contact Center operations, digital, analytics, line of business)
Experience working with technical Google teams/developers to convert user requirements into products
Experience leading CCaaS migrations and guiding legacy solution clients to new solutions
Experience leading agile delivery, continuous improvement, and continuous development
Experience collaborating with Accenture teams on differentiated CX solutions for RFI/RFP processes
Participation in pre-sales (RFP responses, proofs of concept, presentations, solution demos, effort/cost estimation)

Responsibilities

Co-lead the Google Contact Center Offering
Provide CX solutions using Google CCAI and Gen AI products
Lead design thinking innovative workshops with clients to shape Gen AI strategy
Perform CX management capability assessments and co-create roadmaps
Formulate CX target operating models and detail components
Work with technical Google teams to develop products from requirements
Lead CCaaS migrations for clients
Lead agile delivery processes, continuous improvement, and development
Collaborate with Accenture teams on CX solutions for large clients (RFI/RFP)
Participate in pre-sales activities (RFP responses, POCs, presentations, demos, estimations)
Participate in practice initiatives (creating points of view, reusable assets on contact centers)

Skills

Google CCAI

Dialogflow CX

Agent Assist

Insights CX

Vertex AI

Google Gemini

Decibel

Generators

Generative Fallback

Playbooks

LLM

Topic Modelling

LLM Agent

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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