GN - SONG - Service - Google CCAI - Senior Manager at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Customer ExperienceIndustries

Requirements

Must-have skill: Google CCAI Insights
Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills
Strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform
Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs
Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
Thorough understanding of CCAI Framework and integration with internal and external components
Relevant experience in the required domain
Strong analytical, problem-solving, and communication skills
Ability to work in a fast-paced, dynamic environment
Passion for building leading class Google contact center solutions

Responsibilities

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance
Work closely with clients as consulting professionals who design, build and implement initiatives that can help enhance business performance
Drive strategic initiatives, manage business transformations, and leverage industry expertise to create value-driven solutions
Provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx)
Co-Lead the Google Contact Center Offering and leverage previous experience of building the practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Google contact center projects)
Lead and drive design thinking innovative workshops with 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 clients to achieve leading class CX capabilities
Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligent and contact center technology support aligned to vision
Understand business requirements while putting customer experience at the heart of CX design
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, lead existing legacy solution clients on the journey to new solution
Lead and 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 estimation process
Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions

Skills

Google CCAI Insights

Dialogflow CX

Agent Assist

Insights CX

CCAI Platform

Ujet.cx

Design Thinking

Business Process Optimization

Stakeholder Management

CX Management

Contact Center Technology

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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