Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Consultant at Accenture

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Energy, Supply Chain, Finance, Talent Management, Marketing, Commerce, ServicesIndustries

Requirements

Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX
Knowledge/experience on Google Gen AI product suite like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist
Ability to drive design thinking innovative workshops with clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience
Ability to 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
Ability to understand business requirements while putting customer experience at the heart of CX design
Ability to 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)
Ability to work with technical Google team/developers to convert user requirements into final product
Ability to work with Accenture and client team on CCaaS (Contact Center as a Service) migration
Ability to deliver using agile delivery process, continuous improvement and continuous development
Ability to work with other Accenture teams to put forward differentiated CX management solutions for large clients (RFI and RFP process)
Ability to participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrations

Responsibilities

Work closely with clients as consulting professionals who design, build and implement initiatives that enhance business performance
Provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care to optimize clients' marketing, commerce/sales, and customer service strategy
Drive initiatives that achieve cost reduction, revenue enhancement, customer satisfaction and positive impact on front end business metrics

Skills

Key technologies and capabilities for this role

Strategy ConsultingManagement ConsultingGoogle Contact Center AIMarketing TransformationConnected CommerceLiving MarketingCustomer ServiceAI ConsultingTransformation Services

Questions & Answers

Common questions about this position

What specific Google products or skills are required for this role?

The role requires ability to provide CX solutions with Google CCAI suite including Dialogflow CX, Agent Assist, and Insights CX, plus knowledge of Google Gen AI products like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, and LLM-based topic modeling and Agent Assist.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this role remote or does it require working from specific locations?

This information is not specified in the job description.

What is the company culture like at Accenture's Global Network?

The culture is a thriving community of over 10,000 professionals with global exposure, specialized development, a dynamic fast-paced environment, and innovation at the core, driven by commitment to excellence and passion for results.

What makes a strong candidate for this Google Contact Center AI Consultant role?

Strong candidates are ambitious, talented professionals ready for challenges, with skills in Google CCAI and Gen AI products, and the ability to drive design thinking workshops and shape Gen AI implementation strategies focused on business value and customer experience.

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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