Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Manager/Senior Manager at Accenture

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Marketing, Technology, Life Sciences, Energy, FinanceIndustries

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
Experience of building the Google Contact Center practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Google contact center projects)
Ability to lead and drive design thinking innovative workshops with clients using design principles
Ability to help shape clients' 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
Ability to co-create the roadmap path with clients to achieve leading class CX capabilities
Ability to 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
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)

Responsibilities

Co-lead the Google Contact Center Offering
Leverage previous experience to build and grow the practice (attracting talent and delivering high impact projects)
Lead and drive design thinking innovative workshops with clients using design principles to shape Gen AI implementation strategy
Perform CX management capability assessment and co-create roadmap with clients
Formulate CX target operating model and detail operating model components
Work closely with clients to design, build and implement initiatives that enhance business performance in marketing, commerce/sales, and services functions
Provide transformation services driven by offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care to optimize strategy and drive cost reduction, revenue enhancement, customer satisfaction and front-end business metrics

Skills

Google Contact Center AI

Management Consulting

Strategy Consulting

Marketing Transformation

Connected Commerce

Customer Service

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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