Contact Center AI Solution Consulting Manager

About the role

Accenture Strategy & Consulting's Customer, Sales & Service practice (SONG) is looking for a Contact Center AI Solution Consulting Manager in Taguig. You will work with clients across marketing, sales and services to design, build and implement initiatives that improve business performance, cost reduction, revenue and customer satisfaction, within offerings such as Living Marketing, Connected Commerce and Next-Generation Customer Care.

Key responsibilities

• Provide CX solutions with the Google CCAI suite (Dialogflow CX, Agent Assist, Insights CX) and Google Gen AI products (Vertex AI, Gemini, Generative Fallback, Playbooks, LLM-based topic modelling and agent assist).
• Co-lead the Google Contact Center offering, building the practice from scratch and attracting top talent.
• Run design-thinking workshops with clients to shape their Gen AI implementation strategy and CX roadmap.
• Assess CX capabilities and define the target operating model, including strategic sourcing, agent performance, CX performance, innovation management and contact center technology support.
• Translate client requirements into products with the technical Google team, and lead CCaaS migration and legacy solution transitions.
• Deliver agile delivery, continuous improvement and development, and contribute to RFI/RFP responses, proofs of concept and presentations.
• Take part in practice initiatives such as points of view, reusable assets and industry research.

Required profile

• 13+ years of experience designing and delivering Google CCAI solutions and platform.
• Experience working with business stakeholders across multiple geographic areas.
• Thorough understanding of end-to-end Google contact center transformation and CX and contact center architecture.
• Ability to work in a high-paced, complex, global and remote environment, and to present to board and C-level audiences.

Required skills

• Google CCAI (Dialogflow CX, Insights CX, Vertex AI, Gemini)
• Conversational AI (Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr) are good to have
• Strong analytical, storytelling and project management skills

What we offer

• Transformative projects with key G2000 clients and the chance to co-create with leaders and industry experts.
• Personalized training modules to develop strategy and consulting acumen.
• Cross-country relocation open.