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GN - SONG - Service - Google CCAI - Manager

GN - SONG - Service - Google CCAI - Manager

Accenture

10 - 14 years

12 - 18 Lacs

Mumbai Hyderabad Gurugram

Posted:3 days ago| Platform:

Apply

Skills Required

Google CCAI Insights project management CX management Conversational AI Solution Design Dialogflow

Work Mode

Work from Office

Job Type

Full Time

Job Description

Management Level:07/Manager

Location:Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills:Google CCAI Insights

Good to have skills:Solution and Platform Design

Job Summary: You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Roles & Responsibilities: As part of these, you will drive the following

Ability to 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 the 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 the 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 the 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

Ability to understand business requirements still 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)

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, etc.

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, etc.

Professional & Technical Skills:

A 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.

Additional Information:

13+ years of experience in working with Google CCAI solutions creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry).

Passion for building leading class Google contact center solutions for clients

Having a thorough understanding of end-to-end Google contact center transformation

Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must

Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have

Story boarding, creating differentiated solution as per client needs and compelling story telling is a must

Ability to work with ambiguity and exploratory mindset is a must

Strong Analytical skills, excellent written and oral communication skills

Experience working in a large, complex global team environment

Excellent verbal and written communication skills, with the ability to present at the Board and C-level

Strong project management, facilitation, and organization skills

High on impact and influence

Performance/Status reporting to steering committee

Problem Solving and Conflict Management

Ability to work effectively in a remote, inclusive, virtual, global environment

Qualification
Experience:Minimum 10+ year(s) of experience is required

Educational Qualification:MBA/PGDM from a tier 1 or 2

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GN - SONG - Service - Google CCAI - Manager